CX AI Workflow Specialist - Remote

Overview

As a CX AI Workflow Specialist, you will play a critical role in enhancing the effectiveness and consistency of Quince’s CX AI initiatives. You’ll lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), and partner with cross-functional teams to build and refine AI-enabled support workflows. This role sits at the intersection of CX, systems thinking, and AI tooling—and is ideal for someone who thrives in dynamic, fast-evolving environments.

In Short

• Lead quality assurance initiatives for CX AI.
• Design and maintain Agent Operating Procedures (AOPs).
• Collaborate with cross-functional teams.
• Monitor AI tool performance and identify improvements.
• Define quality standards and implement QA frameworks.
• Fine-tune AI responses to reflect brand tone.
• Create documentation and training materials.
• Report on performance KPIs and recommend improvements.
• 2–5 years in Customer Support or related fields required.
• Experience with AI tools and quality frameworks preferred.

Requirements

• 2–5 years in Customer Support, CX Ops, or related role.
• Experience with quality frameworks.
• Strong written communication skills.
• Experience with LLM fine-tuning or prompt design.
• Systems thinker with process optimization skills.

Benefits

• Competitive salary range of $93,000 - $118,000.
• Opportunity to work with a talented team.
• Focus on sustainability and ethical practices.
• Dynamic work environment.