As an AI Trainer, youll be part of the Customer Experience (CX) organization, working at the intersection of CX and automation to improve how we support and communicate with our customers. Youll play a key role in training and optimizing our automation tools to ensure they reflect our CX standards, tone, and quality, ultimately making our support more efficient, scalable, and user-friendly.
Responsibilities
Review responses generated by automation and assess their accuracy, quality, and alignment with established Customer Experience standards
Train and improve automation models by providing structured feedback on incorrect or suboptimal responses, with a focus on improving response quality and deflection rate
Partner closely with the Customer Experience team to ensure automation reflects real customer needs, pain points, and tone of voice
Identify trends in automated responses and coordinate with CX leadership to address gaps and drive improvements
Develop deep expertise in our automation tools (including those used at Faye) and stay informed on relevant alternatives and best practices
Support the rollout and implementation of automation across the Customer Experience value chain
Collaborate with Data and other cross-functional stakeholders to enhance and automate reporting that supports CX performance and insights
Support and lead CX and automation-related projects as needed
Requirements: 1-2 years of experience in a Customer Experience (CX), support, or operations role
Strong communication skills, with the ability to evaluate and refine tone and messaging
Highly detail-oriented with strong organizational skills
Tech-savvy and quick to learn new tools (e.g., Slack, Quack, Gmail, Mac iOS)
Proactive and self-driven - you take initiative and follow through
Passion for creating high-quality, consistent customer experiences
Collaborative mindset - you enjoy working cross-functionally with teams such as CX, Data, Product, HR, IT, Claims, and leadership
This position is open to all candidates.