Manager, CS AI Content
About The Position
We’re hiring a Manager, CS AI Content to own the content layer that powers Flex’s AI-driven customer support tools. This role sits at the intersection of content, conversational AI, and systems design. You’ll translate customer support knowledge, SOPs, and workflows into structured, machine-readable content that enables AI systems to respond accurately, take action through APIs, and safely support customers across channels. You’ll design content for conversational AI, including multi-turn dialogue flows, clarification strategies, and safe recovery paths. The content you create directly impacts containment, CSAT, and risk prevention, making this a high-impact, cross-functional role.
Requirements
- Experience in Customer Success, Content Operations, Trust & Safety, QA, or similar fields.
- Hands-on experience with conversational AI or AI-powered support tools.
- Comfort designing content or workflows that interface with systems (APIs, automation, AI tools).
- Strong problem-solving skills and ability to bring structure to ambiguous problems.
- Ability to collaborate effectively with Product, Engineering, Data Science, QA, and Ops partners.
Nice To Haves
- Experience in high-growth startups, fintech, payments, or customer support operations preferred.
Responsibilities
- Write and maintain AI-native content that powers chatbot and agent assist behavior, including structured responses, decision trees, and escalation logic.
- Design conversational AI dialogue flows, including multi-turn interactions, clarifying questions, and safe handoffs to human support.
- Strengthen AI workflows by leveraging API calls, enabling AI tools to retrieve data, trigger actions, or route conversations appropriately.
- Identify and close gaps in SOPs and support documentation that limit AI understanding or accuracy.
- Disambiguate overlapping or ambiguous concepts to improve AI reasoning and response quality.
- Partner with Product and Engineering to launch new AI tools or expand AI capabilities across other channels.
- Maintain version-controlled AI training content that is audit-ready and aligned with policy and regulatory requirements.
- Measure and improve AI performance using containment, CSAT, escalation trends, and P0 signals.
Benefits
- Competitive medical, dental, and vision available from Day 1
- Company equity
- 401(k) plan with company match (our company match kicks off at the beginning of 2026)
- Unlimited paid time off + 13 company paid holidays
- Parental leave
- Flex Cares Program
- Free Flex subscription
- Competitive compensation + company equity
- Unlimited PTO
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
