About the Company
Join Salesforce, the global leader in customer relationship management (CRM) and a pioneer in cloud technology and AI innovation. We empower businesses to connect with their customers in new ways, driving growth and success. Our commitment to innovation, customer success, and giving back defines who we are. We believe in building a diverse and inclusive workplace where every employee can thrive.
Job Description
We are seeking a highly skilled and empathetic Online AI Customer Liaison for a professional written role. This is a 100% remote position. In this critical role, you will be the bridge between our cutting-edge AI customer service solutions and our valued customers. You will be responsible for crafting clear, concise, and helpful written responses, refining AI-generated content, and ensuring a seamless and positive customer experience through digital channels. Your expertise in written communication and understanding of AI capabilities will be essential in maintaining our high standards of customer satisfaction and driving continuous improvement in our AI-driven support.
Key Responsibilities
- Develop, review, and refine AI-generated customer responses to ensure accuracy, clarity, and brand voice consistency.
- Respond to complex customer inquiries via chat, email, and other digital platforms, utilizing AI tools and resources effectively.
- Provide feedback to AI development teams to enhance the performance and understanding of our AI customer service systems.
- Collaborate with product, engineering, and customer success teams to identify common pain points and optimize customer interactions.
- Maintain a deep understanding of Salesforce products, services, and policies to provide accurate and comprehensive support.
- Handle sensitive customer issues with professionalism, discretion, and a focus on resolution.
- Contribute to the creation and maintenance of internal knowledge bases and external customer FAQs.
Required Skills
- Exceptional written communication and editing skills with a proven ability to convey complex information clearly and empathetically.
- Familiarity with AI and machine learning concepts, particularly as they apply to natural language processing and customer service.
- Demonstrated experience in a customer service or support role, preferably in a tech or SaaS environment.
- Strong problem-solving abilities and a keen attention to detail.
- Proficiency with CRM software (e.g., Salesforce Service Cloud) and digital communication tools.
- Ability to work independently in a remote environment while maintaining high productivity and quality standards.
Preferred Qualifications
- Bachelor's degree in Communications, English, Journalism, Marketing, or a related field.
- Previous experience in a role involving content creation, technical writing, or AI content moderation.
- Familiarity with Salesforce ecosystem and products.
- Experience training or providing feedback to AI models.
- Understanding of customer journey mapping and experience design principles.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and flexible work arrangements.
- 401(k) retirement plan with company match.
- Opportunities for professional development and continuous learning.
- Employee stock purchase program.
- Wellness programs and resources.
- Remote work stipend for home office setup.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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