Customer Experience AI Chatbot Specialist

Artlist is a leading creative technology company on a mission to empower creators and brands to bring their vision to life with video. Offering cutting-edge AI tools and models for image, video, and voiceover creation, alongside high-quality creative assets and powerful editing tools, Artlist enables creators to stay on trend, and achieve their creative goals. Trusted by over 30 million creators worldwide and top brands including Google, Amazon, Microsoft, and Versace, Artlist provides a seamless, subscription-based platform with a global license, giving creators everything they need to produce professional video content efficiently. For more information, visit artlist.io.

We're looking for a talented Customer Experience AI Chatbot Coordinator to join our CX team. In this role, you will sit at the intersection of CX strategy and AI workflow design- using natural language prompting, intent architecture, and conversation flow expertise to drive ticket deflection and improve the customer journey. Someone with a strong instinct for how customers communicate, and the ability to translate that understanding into AI workflows that resolve issues without human intervention.

Key Responsibilities

Design, build, and iterate on conversational flows and NLP prompts within third-party AI chatbot platforms
Develop intent libraries, training phrases, and response templates that accurately reflect customer needs and Artlist's brand voice
Own the ongoing training and tuning of the chatbot to improve intent recognition and resolution rates
Continuously refine bot behaviour based on performance data, conversation logs, and agent feedback
Monitor key metrics - especially ticket deflection, containment, and CSAT - and implement targeted optimisations
Contribute to the chatbot roadmap with ideas for new flows, use cases, and automation opportunities
Work closely with the CX and Experience team to understand recurring issues, escalation patterns, and agent pain points
Maintain clear, up-to-date documentation of all flows, training data, intent structures, and change logs

Requirements:

2+ years / proven experience in building workflows or conversation flows in at least one AI chatbot or conversational AI platform (e.g., Intercom, Zendesk AI, Ada, Kustomer, Drift, or similar)
Hands-on experience leveraging No-Code platforms to design, automate, and optimize conversational AI workflows.
Strong instinct for natural language - able to craft prompts, intents, and responses that feel human and resolve issues effectively
Solid understanding of customer experience workflows and the primary drivers of ticket volume
Exceptionally detail-oriented - precise in how flows are built, documented, and maintained, with a low tolerance for gaps or inconsistencies
Analytical mindset - comfortable reviewing conversation data, monitoring key metrics (ticket deflection, containment, CSAT), and turning findings into actionable changes
Clear, organised written communication; able to document complex flows in a way others can follow
Collaborative attitude and comfortable working across CX, product, tech, and vendor stakeholders
Hands-on execution - ability to design intent libraries, response templates, and conduct regular audits of bot conversations

Nice To Have:

Experience with Forethought or comparable AI-native support platforms
Familiarity with CX metrics such as deflection rate, containment, AHT, and CSAT
Experience in a SaaS or digital-first CX environment
Exposure to knowledge base management or content strategy