Conversation Designer

As Squarespace's first full-time Conversation Designer, you'll oversee the content in our Support Assistant chatbot. Our conversational AI strategy is in an exciting early stage, and there's a lot of room to take ownership, bring your expertise, and implement changes. You'll create conversation flows in DialogFlow, help design automated self-service actions, and fine-tune how we integrate generative AI into the experience.

You're perfect for this role if you're a content strategist who takes end-to-end responsibility for complex projects, has a team-oriented mindset, and cares for the details in every string of text. You can cut through the AI industry hype and extract what's useful for our customers.

You'll sit within the Customer Operations Content team alongside knowledge base and internal content writers. You will report to the Senior Content Team Manager and can work remote in select US states or in our New York office.

You'll Get To...

• Manage conversation design for our support chatbot built in DialogFlow, from research to implementation.
• Experiment with new conversation flow ideas and process improvements.
• Use analytics, support volume trends, and AI training tools to identify and close gaps in the automated support experience.
• Play a key role in integrating generative AI, enhancing the bot with self-service actions, and scaling automated support into new channels and languages.
• Stay informed of new Squarespace product and policy changes, so you can train the chatbot on the latest information.
• Design solutions to ensure the scalability and reliability of the chatbot's library of content.
• Delegate bot maintenance tasks to KB writers and other teammates.
• Coordinate your own projects and cross-functional work using Jira.
• Provide vision, expertise, and influence about conversation design decisions.
• Collaborate with Help Experience Product/Engineering/Design, KB writers, and Customer Operations leaders.

Who We're Looking For

• 2+ years of experience as a Conversation Designer, prompt engineer, or a similar role
• 3+ years of additional relevant experience, which can include either:
  • Technical writing or UX writing
  • Product design or UX design
  • Systems administration (Zendesk or CRM)
• Experience creating customer flows using chatbots and other automated support tools
• Experience with DialogFlow or comparable language/intent chatbot builders, such as GCP, Azure, or Amazon Lex
• Applied knowledge of conversation design and support content strategy principles
• Understanding of NLP, training ML models, and payloads
• Understanding and points of view on implementing generative AI for support automation
• Experience with collaboration and project management tools like JIRA and Figma
• Experience using metrics to influence your work and assess outcomes
• Experience leading projects through collaboration and technical consultation.
• Plus: Familiarity with JSON and the basics of a state machine
• Plus: Experience with Zendesk
• Plus: Experience with Figma
• Plus: Experience in customer support or other customer-facing roles

How to apply

• Submit a portfolio with examples of past work. Your portfolio should highlight your experience creating and writing for automated or conversational support experiences.
• Please upload a cover letter.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Fertility and adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop

Cash Compensation Range: $72,500 - $127,650 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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