wagmo - AI Specialist
Requirements
• 3+ years of hands-on experience building and improving AI-powered workflows and automation, ideally in customer service or operations. • Strong understanding of prompt design, workflow logic, AI evaluation, and failure analysis, including structured testing or quality review. • Extensive experience with Zendesk AI or a comparable service platform, with comfort working with APIs and structured data. Coding experience is helpful, not required. • Strong diagnostic judgment, with the ability to trace performance issues to root causes and determine the right next action. • Ability to work effectively across technical and non-technical teams, translating operational needs into practical AI solutions. • Strong customer communication instincts and a demonstrated commitment to staying current on emerging AI tools, techniques, and applications.
Responsibilities
• Own day-to-day performance of AI and automation across Support and Claims. • Monitor accuracy, failure patterns, and performance changes, then tune prompts and workflows to improve results. • Build and maintain evaluations, including test cases, golden datasets, and regression checks. • Test changes before production with Claims and Support SMEs. • Rebuild generic channel bots to use live APIs for more personalized interactions. • Track and report automation performance, including automation rate, accuracy, escalation, and BSAT. • Partner with Engineering on work that requires deeper technical build.
Benefits
• Pet spending in the U.S. has reached $200 billion and the category is still early in its lifecycle. Wagmo is building the platform to lead it. This is a rare chance to join at a moment when the work you do today shapes what the industry looks like tomorrow. • Wagmo is a female-founded, Inc. 5000 recognized company where performance matters more than pedigree. We are growing fast, building something that matters, and there is real ownership equity in that journey. • The team is exceptionally smart, curious, and kind, led by transparent and low-ego leadership. We take the work seriously and never take ourselves too seriously. This is not a traditional 9-to-5 job. It asks for real dedication and impact, and gives you genuine flexibility and autonomy in return. • Comprehensive health, vision, and dental coverage • 401(k) retirement planning with employer matching • Unlimited paid time off • Annual company holidays • Additional company-wide recharge days off • 12 weeks parental leave for eligible employees • Company paid Wagmo pet wellness and insurance plans • Annual fully-paid company-wide retreat
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