Content Experience Specialist
Core
Functional owner and administrator of One Help, an AI-powered digital support platform, configuring conversational flows, optimizing AI answers, and driving self-service adoption for customers and partners.
Role type
Senior IC content experience specialist (AI support platform)
Builds
One Help (AI-powered digital support platform)
Domain
SaaS / Marketplace technology / AI-powered customer support
Deliverable
production ML models
Required skills
Conversational AI administration, AI settings configuration, conversational flow design, user journey management, user behavior analysis, performance data analysis, AI answer testing, prompt engineering, RAG familiarity, no-code/low-code automation
Preferred skills
Intercom Fin, Zendesk AI, Ada, LLMs, knowledge retrieval
Technologies
One Help, Intercom Fin, Zendesk AI, Ada
Responsibilities
Configure and manage the One Help platform including AI settings and conversational flows; Analyze user conversations and feedback to identify friction points and improve self-service resolution; Test and optimize AI-generated answers and prompts; Monitor KPIs such as answer quality and escalation rates; Partner with Support, Product, and Engineering to drive platform adoption and evolution.
