Ashley Digital

Customer Support

• Own the ongoing performance and continuous improvement of Ashley Digital's AI customer experience
• Shape conversation strategy, define customer intents and desired outcomes, and establish success metrics across AI workflows
• Design, test, and optimize conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions
• Balance automation with customer experience by determining when AI should resolve needs independently and when human support is appropriate
• Monitor customer sentiment, conversation quality, and behavioral analytics to improve tone, clarity, empathy, resolution quality, and customer experience
• Analyze AI performance using CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV
• Build and maintain a continuous improvement framework using sentiment, QA findings, conversation analytics, operational data, and experimentation
• Conduct recurring conversation reviews to identify friction points, underperforming workflows, customer trends, and knowledge gaps
• Partner with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams
• Own and maintain the enterprise knowledge base as the source of truth for AI and human support
• Establish scalable knowledge management practices including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards
• Improve the knowledge base using conversation insights, customer feedback, and operational changes
• Communicate performance trends, business impact, and recommendations through reporting, dashboards, and data-driven insights

Explore AI Knowledge & Experience Manager – Customer Success at Ashley Digital. Review requirements and application details.

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AI Knowledge & Experience Manager – Customer Success