Why This Job is Featured on The SaaS Jobs
This Senior Service Design Specialist role stands out as SaaS customer experience work that is increasingly mediated by conversational AI. Rather than focusing on a single channel, it centers on managing AI agents across modalities, which mirrors how modern SaaS support organizations blend chat, self-serve, and assisted experiences to maintain consistency as product usage scales.
Career-wise, the remit connects service design with measurable operational outcomes through KPI-driven iteration, conversation analytics, and lifecycle ownership from prompt design through deployment. That combination builds durable SaaS skills: designing for repeatable support patterns, translating business goals into automated flows, and tightening feedback loops between customer signals and service improvements. The emphasis on documentation and troubleshooting also reflects the process maturity expected in SaaS environments where changes must be trackable and reproducible.
The role is best suited to professionals who like working at the intersection of UX writing, systems thinking, and applied AI operations. It fits someone comfortable making decisions from imperfect data, iterating based on real interaction logs, and coordinating with multiple stakeholders to identify automation opportunities without losing sight of service quality.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the team/role
We are seeking a skilled and detail-oriented Senior Service Design Specialist to join our Service Design team. This role is central to managing and optimizing our conversational AI agents across multiple modalities, directly impacting customer experience and operational efficiency. The ideal candidate will have hands-on experience with conversational AI platforms, a strong understanding of conversation design principles, and the ability to analyze performance data to drive continuous improvement. This role requires someone who is curious, adaptable, and passionate about leveraging AI to deliver seamless, human-centered support experiences.
What you’ll do
- Lead the development, optimization, and ongoing management of conversational AI agents across modalities, ensuring consistent performance and user experience.
- Own the end-to-end lifecycle of assigned AI agents, including prompt engineering, conversation design, testing, and deployment.
- Drive measurable improvements in agent performance through analysis of key performance indicators and conversation analytics.
- Partner with cross-functional teams to identify automation opportunities and implement solutions that reduce contact volume while maintaining service quality.
- Develop and maintain comprehensive documentation for AI agent workflows and processes.
- Monitor and troubleshoot AI agent behavior, diagnosing issues across conversation flows and escalating technical issues as needed.
- Implement and iterate on dynamic response content, including conditional logic, personalization, and multimedia elements within conversational interfaces.
- Lead special projects as required to support evolving AI capabilities and business needs.
What you bring
- 3-5 years of experience in conversational AI, knowledge management, chatbot administration, or similar roles managing customer-facing digital channels.
- Hands-on experience with conversational AI platforms and understanding of NLU/NLP concepts.
- Proficiency in conversation design principles, including intent mapping, utterance training, and fallback strategies.
- Strong analytical skills with the ability to interpret conversation logs, performance dashboards, and customer feedback to drive optimization.
- Excellent written communication skills and ability to craft clear, concise bot responses for diverse audiences.
- Proven ability to collaborate cross-functionally and translate business requirements into actionable solutions.
- Comfort navigating ambiguity and managing multiple priorities in a fast-paced environment.
- An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.
What you get:
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive compensation and opportunity for advancement
- 100% medical, dental and vision coverage
- Unlimited PTO policy
- Monthly wellness stipend, home office stipend
