About the Company
Salesforce, the global leader in CRM, empowers companies of all sizes and industries to connect with their customers in a whole new way. With a rich history of innovation, Salesforce is at the forefront of AI-driven solutions, transforming how businesses operate and interact. We are committed to equality, innovation, and customer success, fostering a diverse and inclusive workplace where every employee can thrive and make an impact. Join us to be part of a team that’s building the future of customer relationships.
Job Description
We are seeking a highly articulate and detail-oriented Online AI Customer Liaison to join our innovative team in Chicago. In this professional written role, you will be the bridge between our cutting-edge AI customer service solutions and our valued clients. Your primary responsibility will be to interpret, refine, and generate high-quality written communications, ensuring clarity, accuracy, and a positive customer experience, leveraging AI tools to enhance efficiency and effectiveness. This is a crucial role for someone passionate about language, technology, and exceptional customer engagement.
Key Responsibilities
- Draft, review, and edit AI-generated customer responses to ensure accuracy, brand voice, and professional tone.
- Proactively identify patterns in customer inquiries and feedback to suggest improvements for AI model training and performance.
- Collaborate with AI development and product teams to enhance the intelligence and natural language understanding of our customer service tools.
- Provide clear, concise, and empathetic written communication to customers across various digital channels (email, chat, forums).
- Resolve complex customer issues by expertly navigating information and translating technical details into user-friendly language.
- Maintain up-to-date knowledge of our products, services, and AI capabilities to provide accurate information and support.
- Contribute to the creation and maintenance of a comprehensive knowledge base for both AI and human agents.
- Participate in regular team meetings and training sessions to foster continuous learning and skill development.
Required Skills
- Exceptional written communication and editing skills in English.
- Proven ability to translate complex information into clear, simple language.
- Strong attention to detail and a commitment to accuracy.
- Proficiency with digital communication tools and platforms.
- Demonstrated ability to work independently and as part of a collaborative team.
- Excellent problem-solving skills and a customer-centric mindset.
- Familiarity with AI technologies and their application in customer service.
Preferred Qualifications
- Bachelor's degree in Communications, English, Journalism, Marketing, or a related field.
- 2+ years of experience in technical writing, content creation, customer support, or a similar written-intensive role.
- Experience working with CRM software (e.g., Salesforce Service Cloud).
- Understanding of user experience (UX) principles in digital communication.
- Ability to adapt writing style to suit different audiences and communication channels.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Parental leave and family support programs.
- Professional development and continuous learning opportunities.
- Employee stock purchase program.
- Wellness programs and resources.
- Dynamic and inclusive company culture.
- Opportunity to work with cutting-edge AI technologies.
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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