Customer Service Administrator II - Chatbot Manager

Life360 is a Remote First company, meaning that a remote work environment is central to all employees' experience. All jobs, unless otherwise stated, can be done remotely within the US, regardless of the location mentioned above. About Life360 At Life360, our mission is to simplify safety so families can live life fully. Every day more than 50 million members in 195 countries rely on us to protect and connect their loved ones at home, on the road, and on the go. From real-time location updates to Crash Detection and 24/7 Roadside Assistance, Life360 is designed to remove everyday worries for families. Our range of Driving Safety, Digital Safety, Location Safety, and Personal Safety features are designed to keep our members safe every step of the way. Life360 currently has over 500 remote-first employees. In 2021, Life360 acquired Tile, a pioneer in technology for finding items, and Jiobit, a leading real-time location monitoring platform for families. These expanded offerings mark an important stride in our goal to be the world's number one platform for people, pets, and items. About the Team We are the Life360 customer care team. Our mission is to provide outstanding support and bring insights back to the various departments within Life360. We strive to always exceed our members' expectations. We do this by assisting our customers through many different means; including self-help through our Help Centers, assisted-help through email, chat, our bot, and limited phone support. About the Job We are looking for an experienced Bot Manager / Conversational AI Writer to manage and improve our customer experience via Ada and Y Meadows AI customer service platforms. The ideal candidate will have a solid understanding of AI-driven chatbot technologies, user experience, and exceptional writing skills. You will be in charge of creating, managing, and optimizing conversational flows that provide a smooth, helpful, and engaging customer experience. The salary range for this position is $81,000 to $105,000. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity. What You'll Do - Design, write, and manage conversational flows in the Ada and Y Meadows platforms to automate customer service inquiries and help customers. - Collaborate with cross-functional teams, including Customer Care, Product Management, and Engineering. - Analyze chatbot performance metrics and make data-driven recommendations for improvements. - Stay up-to-date with the latest capabilities from Ada and Y Meadows and implement changes as required. - Conduct A/B tests to understand user behavior and preferences and optimize conversational flows accordingly. - Ensure the chatbot's tone, style, and content align with the company's brand and objectives. What We're Looking For - Bachelor's degree in Computer Science, Communications, or related field, or equivalent experience. - 5+ years of experience in customer service. - 2+ years of experience in conversational AI, chatbot management, or a similar role. - Strong problem-solving skills. - Excellent communication and teamwork skills. Our Benefits - Competitive pay and benefits - Medical, dental, vision, life and disability insurance plans (100% paid for employees) - 401(k) plan with company matching program - Mental Wellness Program & Employee Assistance Program (EAP) for mental wellbeing - Flexible PTO, 13 company-wide days off throughout the year & paid Holiday Shutdown - Learning & Development programs - Equipment, tools, and reimbursement support for a productive remote environment - Free Life360 Platinum Membership for your preferred circle - Free Tile Products Life360 Values Our company’s mission-driven culture is guided by our shared values to create a trusted work environment where you can bring your authentic self to work and make a positive difference. Our Commitment to Diversity We believe that different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their authentic best selves to work.