[Hiring] AI Conversation Designer @DrFirst

Role Description

DrFirst has invested in AI enabled service delivery, and those investments are live and operational today across both customer facing and agent facing surfaces. This role reports to a Director in the Customer Operations organization and owns the customer facing side. You will own a stable, high performing AI bot that resolves customer inquiries, the quality assurance program that keeps its answers trustworthy, and a Help Center accurate and well structured enough to make both possible.

The role sits in the Customer Support organization and rests on two capabilities held by the same person:

• Hands on Zendesk technical proficiency.
• Ability to use AI writing tools to produce accurate customer facing content.

This is not a Zendesk administration role. It is an AI performance and content role that connects platform expertise to how DrFirst products work and how prescribers and pharmacists experience support.

What You Will Work On

• Customer Facing AI Bot: Stability and Performance
  • Own the iPrescribe and DrFirst US AI Bot as a product, not just a configuration.
  • Monitor bot performance continuously across containment rate, escalation triggers, conversation quality, and intent coverage.
  • Identify patterns in bot failures and escalations, and convert them into content and configuration fixes rather than reports.
  • Maintain escalation logic and routing rules in close partnership with Zendesk Administration.
  • Define and track stability benchmarks, and flag regressions proactively before they affect the prescriber experience.
• Customer Facing AI Bot: Quality Assurance
  • Own the conversation quality assurance program for the customer facing bot, including the review sample, the scoring standard, and the review cadence.
  • Review bot conversations against that standard to confirm responses are accurate, on brand, and appropriate for a healthcare prescriber and pharmacist audience.
  • Trace quality failures to their source in intent design, content accuracy, or configuration, and route each to the fix that resolves it.
  • Report quality assurance findings as a trend line rather than a list of individual conversations.
• Agent Facing AI Suggestions: Technical Diagnosis
  • Serve as the technical resource when agent facing AI suggestions are inaccurate or unhelpful.
  • Fix the causes that sit in this role scope: Help Center accuracy, content structure, and intent overlap.
  • Hand configuration and adoption causes to the owning workstream with the diagnostic evidence attached.
• Help Center: The AI Fuel Layer
  • Own the AI performance view of Help Center content, and identify articles that are outdated, missing, or structured poorly.
  • Author and publish content changes where the trigger is AI performance.
  • Draft and revise that content using AI writing tools approved for use at DrFirst.
  • Own the content structure standard that governs AI suggestion quality.
  • Track Help Center search performance and no result rates as leading indicators of content gaps.
• AI Performance Measurement and Reporting
  • Build and maintain a consistent AI performance reporting framework.
  • Deliver regular reporting covering bot containment rate, escalation patterns, Help Center search performance, and content gap trends.
  • Surface trends, anomalies, and improvement opportunities proactively.

Who You Will Work With

• Your Director in Customer Operations: your direct manager.
• Director, Support Delivery: your customer outcomes partner.
• Director, Customer Operations Program Management: your metrics partner.
• Director, Customer Training and Knowledge Management: your shared Help Center partner.
• Zendesk Administration: your platform partner.
• VP, Customer Operations: strategic alignment.

What Success Looks Like in 12 Months

• The AI bots hold a stable, improving containment rate against documented performance benchmarks.
• Bot conversation quality is reviewed on a defined standard and cadence.
• Agent facing AI suggestion issues are diagnosed to root cause quickly.
• Zendesk Administration trusts this role as a Zendesk AI subject matter expert.
• Your director has the data they need without having to chase it.
• Help Center articles you author hold up under review.
• Release driven and AI performance driven Help Center updates land without collision.
• The escalation rate from AI to human declines quarter over quarter.

Qualifications

• Hands on Zendesk technical proficiency.
• Demonstrated ability to use AI writing tools to produce accurate customer facing content.
• Conversation and intent design capability.
• Hands on familiarity with at least one Zendesk AI surface.
• Analytical mindset.
• Strong written communication.
• Comfort working cross functionally without formal authority.

Strongly Preferred

• Working knowledge of prescriber or pharmacy workflows.
• Experience identifying ticket drivers or escalation patterns.
• Familiarity with Zendesk reporting and analytics.
• Self directed learning in AI tools applied to customer service.

Physical Requirements

• 90% desk work.
• 10% remote travel to client sites, conferences, or internal team meetings.

Benefits

• Competitive compensation, with a base salary of $60,000 - $75,000.
• Eligible for a Discretionary Performance-based bonus.
• Medical, dental, and vision insurance.
• 401K eligible after 3 months of employment, with 50% company match.
• HSA for eligible employees enrolled in the HDHP.
• 100% company paid short and long-term disability, AD&D, and group life insurance.
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service.
• Employee Assistance Program.
• Continuing Education funds up to $1500 annually for eligible programs.
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.