Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • Join Super.com as an AI Support Experience Specialist and play a pivotal role in shaping the future of customer support through cutting-edge AI technology. Our mission at Super.com is to maximize lives – both for our customers and our team – by unlocking potential, celebrating learning, and realizing impact. We are a fast-paced, high-growth tech company that genuinely cares about our people and is committed to supercharging your career through impactful work, supportive colleagues, and robust development programs.
- • In this unique role, you will be instrumental in making customer support not only easy but also financially efficient. You will be at the forefront of our efforts to reduce the time, contacts, and steps required to resolve customer issues, with a strong belief that effective AI Support is the cornerstone of our success. Your primary focus will be on defining and refining how we communicate and support our customers via our AI Agents, encompassing both chat and voice interactions across multiple channels and partner platforms.
- • You will own all aspects of AI Agent communication, training, and experimentation. This includes the creation of comprehensive playbooks for text-based chat flows and the intricate design of voice conversational experiences. By collaborating directly with leading AI partners, you will craft and optimize these playbooks to ensure customers receive clear, helpful, and consistent support, whether they are engaging through text or voice.
- • This position offers a unique opportunity to blend strategic communication, meticulous AI playbook management, and data-driven insights to directly impact our North Star metric: customer satisfaction. You will be a key contributor to the newly formalized AI Agent Experience Team, a group dedicated solely to the training, performance, and continuous optimization of our AI Agents. We are positioned to lead the industry in AI Agent support coverage and capabilities, driven by experimentation and a deep understanding of our customers' experiences.
- • Your responsibilities will include designing, building, and continuously optimizing AI chatbot playbooks and conversational flows. You will meticulously monitor and analyze chatbot performance metrics such as Customer Satisfaction (CSAT), resolution rates, and deflection rates, proactively identifying opportunities for improvement in both resolution efficiency and overall customer experience.
- • You will collaborate closely with cross-functional teams, including Business Operations, Technical Account Management, and Engineering, to refine conversational design and ensure a seamless, intuitive customer journey. A critical part of your role will involve building clear documentation and establishing robust escalation paths for situations where AI self-service cannot fully resolve a customer's issue.
- • You will delve into bot feedback and performance trends, identifying the key drivers of customer satisfaction and friction points. This analysis will be crucial in translating qualitative and quantitative feedback into actionable recommendations for our AI product, operations, and support strategies. Your work will directly influence the evolution of our AI capabilities and enhance the overall customer support ecosystem at Super.com.
- • This role requires a blend of creative thinking, analytical rigor, and a passion for customer experience. You will be empowered to experiment, innovate, and drive significant improvements in how our customers interact with our AI-powered support systems. By mastering the nuances of conversational AI, you will contribute to Super.com's reputation for exceptional and efficient customer service, ensuring that every interaction is positive and productive.
- • You will be at the forefront of defining best practices in AI-driven customer interaction, ensuring our AI agents are not just functional but truly helpful and empathetic. This involves understanding user intent, managing dialogue flow effectively, and crafting responses that are both informative and aligned with Super.com's brand voice. Your contributions will be vital in scaling our support operations while maintaining high levels of customer satisfaction and loyalty.
🎯 Requirements
- • Bachelor's degree in Data Analytics, Communications, Marketing, Business, or a related field.
- • Proven experience in developing and optimizing chatbot playbooks and conversational flows, with a solid understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management.
- • Exceptional written and verbal communication skills, with demonstrated experience in writing and refining scripts for customer-facing AI across both chat and voice channels, paying close attention to conversational pacing and natural language patterns.
- • Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data, translating complex data into actionable insights and strategic recommendations.
- • Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) for extracting insights and tracking bot performance.
- • Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions.
🏖️ Benefits
- • Remote-First Flexibility: Work from anywhere in the world and choose hours that suit you best, with trust in your ability to deliver great work on your terms.
- • Time to Recharge: Unlimited Paid Time Off (PTO), company-wide recharge days, and annual team offsites.
- • Everyday Perks: Weekly UberEats credits and travel discounts on Super.com.
- • Family-Friendly Benefits: Generous parental leave and a flexible return-to-work plan.
- • Comprehensive Compensation: Competitive salary, equity options, annual bonus, retirement matching, and top-tier benefits packages.
- • Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.
Skills & Technologies
Remote
About SuperCom Ltd.
SuperCom Ltd. is an Israeli provider of digital identity, IoT and cybersecurity solutions for governments and enterprises worldwide. The company’s portfolio includes electronic monitoring systems for criminal offenders, digital ID passports, border control and e-government platforms, and cyber-security products for critical infrastructure. Founded in 1988 and headquartered in Tel Aviv with U.S. offices in Arizona, SuperCom serves ministries of interior, corrections agencies, and law enforcement in over 20 countries, emphasizing secure, scalable technologies that enhance public safety and operational efficiency while reducing costs and recidivism.
