AI Support Automation Specialist

Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.

Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together. 

As an AI Support Automation Specialist at Branch, you will play a critical role in our Automated Customer Experience (ACX) team by leveraging the capabilities of our AI bot to deliver exceptional service to our customers. In this role, you will be responsible for onboarding our AI bot and coaching it to increase our automated resolution across all support channels. Additionally, you will be in charge of surfacing gaps and opportunities in our knowledge base and support documentation, as well as analyzing customer insights that can guide the work of various teams within the company.

We are looking for a creative problem-solver with experience managing cross-functional projects. The most successful candidates are curious about how customers interact with different parts of the company and can use customer insights to influence the roadmaps of various teams.

Responsibilities:

• Ensure the AI bot is automatically resolving customer inquiries consistently and to the best of its ability.

• Drive ongoing improvement projects for the AI bot.

• Collaborate with stakeholders to identify key integrations for a more personalized automated experience.

• Review customer analytics and audit transcripts to identify optimization opportunities.

• Utilize data, customer service experience, and market insights to influence the company’s content library and strategy.

• Identify customer problems, uncover patterns, discover opportunities, and visualize possibilities to increase automated resolutions.

• Propose solutions to address gaps, act on opportunities, and collaborate with partners and stakeholders to see them through.

• Report frequently on the AI bot’s performance and understand levers to pull to optimize against company goals.

• Work with Product Managers, Data Analysts, UX Designers, Back-end Engineers, and Customer Support Agents to create better experiences across all aspects of a customer’s interaction with the company.

Qualifications:

• 5-8 years of experience in customer service.

• Strong data analysis skills.

• Strong project management skills.

• Strong communication and presentation skills, as well as the ability to organize and implement requirements from multiple cross-functional teams.

• Technical experience with APIs is preferred.

• Experience with and/or deep curiosity for NLP, customer intent recognition, human-centered design, interaction design, information architecture, user research, and/or content design.

• Experience with customer service automation through bots or low code automation.

Compensation:

The base compensation range for this role is $75-85k.  The range displayed reflects an average range for the position across all the US. The salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits: 

• Work from anywhere (domestic USA)

• Branch-paid medical, dental, and vision insurance 

• Equity

• 401k

• Flexible time off

• Paid company holidays

• Paid parental leave (eligible after 6 months of employment)

Working at Branch

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

A remote-first company with employees located all throughout the US, Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.

Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Must be currently authorized to work in the USA without sponsorship or transfer. No 3rd-parties, please.