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Customer Support Automation Specialist

extra parental leave - work from anywhere - fully flexible

Remote:

Full Remote

Salary:

77 - 81K yearly

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s degree in Computer Science or related field, 3+ years of experience with chatbot platforms, mainly Intercom, Strong knowledge of AI-driven chatbot technology, Excellent understanding of customer service processes.

Key responsabilities:

Optimize customer experience using chatbot solutions
Analyze performance metrics and fine-tune chatbot functionality

Underdog Fantasy Leisure & Entertainment Scaleup https://underdogfantasy.com/

201 - 500 Employees

See all jobs

Job description

Hi, we’re Underdog!

We’re the fastest-growing sports gaming company ever.

We build innovative games and products for American sports fans.

Founded in 2020, our team built four of today’s most widely played fantasy games and recently launched our Underdog Sportsbook. We are the only sportsbook to ever launch on our own home grown technology, which allows us to build different and innovative experiences. We believe there’s so much more to be built for sports fans, and we’ll continue to win by building the best products and experiences for our customers.

The opportunity in front of us to become the biggest company in our space is massive; after all, we’re currently sitting in the fastest-growing consumer industry in the U.S. In just over two years, we reached a nearly $500 million valuation through some of the best investors in the game, including Mark Cuban, Kevin Durant, BlackRock, and SV Angel. We are many times larger now and our growth is not slowing down.

At Underdog, we believe that sports are for everyone and are building a tomorrow for every fan. Want to help create that future? Join us.

About the role and why it’s unique:

Responsible for optimizing and enhancing the customer experience through chatbot solutions.
Optimize and innovate the customer experience through the design and development of chatbot flows using Intercom, enhancing user satisfaction and operational efficiency.
Leverage cutting-edge AI technologies to continuously improve chatbot performance, enabling smarter, more personalized customer interactions.
Collaborate across teams with engineers, customer service, and product teams to integrate AI-driven solutions and ensure seamless support experiences.
Data-driven role with a focus on analyzing performance metrics, customer feedback, and conversation data to fine-tune and optimize chatbot functionality.
Dynamic, fast-paced environment where you'll regularly update and adapt chatbot content to reflect evolving products, services, and customer needs.

Who you are:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
3+ years of experience managing and optimizing chatbot platforms, particularly Intercom.
Strong knowledge of AI-driven chatbot technology, including natural language processing (NLP) and machine learning (ML).
Excellent understanding of customer service processes and automation.
Ability to analyze chatbot performance metrics and implement improvements.

Even better if you have:

Experience with other chatbot platforms (e.g., Drift, Zendesk, LivePerson) or familiarity with a range of AI-driven customer service tools.
Coding or scripting skills to customize chatbot behaviors or integrate them with backend systems for more advanced functionality.
Background in UX/UI design to ensure the chatbot interface is optimized for user-friendliness and accessibility.
Experience in customer service or support roles, with an understanding of live agent workflows and escalation management to optimize bot-human handoffs.

Our target starting base salary range for this position is between $77,000 and $81,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
16 weeks of fully paid parental leave
A $500 home office allowance
A connected virtual first culture with a highly engaged distributed workforce
5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

#LI-REMOTE

This position may require sports betting licensure based on certain state regulations.

Underdog is an equal opportunity employer and doesn't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.