[Hiring] AI Specialist @Wagmo

Role Description

You'll own the day-to-day performance and evolution of Wagmo's Support and Claims automation. You'll monitor production AI workflows, tune prompts and logic, and keep automation accurate, useful, and personal as we scale.

• Improve the tools our team uses every day, including Zendesk routing, triggers, macros, agent assist, and related workflows.
• Move our channel bots from generic help content to personalized responses powered by live customer data.
• Partner closely with Engineering to expand Wagmo's custom AI capabilities and improve the speed, accuracy, and quality of our customer experience.

Location: This is a remote role open to candidates based in the United States, with a preference for candidates working in Eastern Time.

Qualifications

• 3+ years of hands-on experience building and improving AI-powered workflows and automation, ideally in customer service or operations.
• Strong understanding of prompt design, workflow logic, AI evaluation, and failure analysis, including structured testing or quality review.
• Extensive experience with Zendesk AI or a comparable service platform, with comfort working with APIs and structured data. Coding experience is helpful, not required.
• Strong diagnostic judgment, with the ability to trace performance issues to root causes and determine the right next action.
• Ability to work effectively across technical and non-technical teams, translating operational needs into practical AI solutions.
• Strong customer communication instincts and a demonstrated commitment to staying current on emerging AI tools, techniques, and applications.

Requirements

• Own day-to-day performance of AI and automation across Support and Claims.
• Monitor accuracy, failure patterns, and performance changes, then tune prompts and workflows to improve results.
• Build and maintain evaluations, including test cases, golden datasets, and regression checks.
• Test changes before production with Claims and Support SMEs.
• Rebuild generic channel bots to use live APIs for more personalized interactions.
• Track and report automation performance, including automation rate, accuracy, escalation, and BSAT.
• Partner with Engineering on work that requires deeper technical build.

Benefits

• Comprehensive health, vision, and dental coverage
• HSA/FSA
• 401(k) retirement planning with employer matching
• Unlimited paid time off
• Annual company holidays
• Additional company-wide recharge days off
• 12 weeks parental leave for eligible employees
• Company paid Wagmo pet wellness and insurance plans
• Annual fully-paid company-wide retreat