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Role Snapshot
Coursera seeks a Bot Strategist to own and optimize their AI-driven bot ecosystem (chat + email) within Scaled Support Operations, enhancing user interactions and support efficiency across the platform.
Key Responsibilities: Expand LLM-powered bot functions, improve model prediction accuracy, and design global bot instructions aligned with brand voice. Build monitoring cadence, track KPIs (CSAT, deflection, resolution), and collaborate cross-functionally with Product, Engineering, and Support teams on experiments and expansions.
Skills & Tools: Expertise with LLM-powered technologies, customer support bots, bot platforms (Ada, Boost), strong prompt engineering abilities, and data-driven KPI optimization with proven ability to collaborate across teams.
Qualifications: 3+ years of relevant experience with hands-on bot platform expertise and demonstrated success optimizing support bot performance. Background in customer support operations, AI/ML implementation, or related technical support roles preferred.
Location: United States
Compensation: $80K–$109K/yr
Job Description
The full job description is available on Coursera's website.
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