CX Bot Enablement Specialist (AI)

TL;DR

CX Bot Enablement Specialist (AI): Building, operating, and continuously improving a customer-facing AI agent as a core CX product with an accent on conversation design, quality review, and vendor partnership. Focus on defining clear handoff procedures, ensuring safety and governance, and enabling system actions for the bot.

Location: Hybrid in Vancouver, Canada, requiring office attendance three times a week

Company

hirify.global is a digital banking platform providing financial tools to self-made business owners for clarity and control over their money.

What you will do

• Design and optimize conversation flows for the AI bot to understand customer needs and respond helpfully.
• Conduct regular quality reviews of bot conversations, identifying gaps and prioritizing fixes for critical issues.
• Plan and execute pilot tests with vendors, iterating improvements before broad customer rollouts.
• Manage vendor relationships, coordinate product changes, and address issues.
• Define clear escalation and handoff procedures to human agents, including necessary information.
• Maintain safety rules for the bot and collaborate with Risk/Compliance teams.
• Translate help-center articles and training material into safe, concise bot responses.
• Train the CX team on bot behavior, issue tagging, and how to use bot performance reports.

Requirements

• 3+ years of experience working on customer-facing automation, conversation design, or bot operations.
• Proven ability to design clear, intuitive conversation flows and improve them using real customer transcripts and feedback.
• Experience reviewing bot performance, identifying failure patterns, and prioritizing fixes for customer outcomes.
• Track record of managing vendor relationships and running small pilot tests to validate changes.
• Ability to work effectively with engineers to define safe, reliable bot behavior when interacting with internal systems.
• Proficiency in using metrics and reporting to make informed decisions and demonstrate impact.
• Must be able to work hybrid in Vancouver, Canada, with three days a week in the office.
• English: B2+ required.

Nice to have

• Experience with customer-facing bots or vendors such as Ada, Decagon, Sierra, or Fin (Intercom).
• Familiarity with integrating bots with ticketing systems (e.g., Zendesk).
• Experience defining secure, limited APIs or partnering with engineering on safe automation.
• Background in regulated environments or working with Risk/Compliance teams.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive health benefits including medical, dental, and vision coverage, plus flexible Health or Wellness Spending Accounts.
• Flexible vacation (15 days), 5 flex days, and an additional week of office closure during end-of-year holidays.
• 12 weeks of 100% salary top-up for parental leave, accessible for all parents.
• Dog-friendly office space with top-tier Mac equipment in Vancouver.
• Opportunities for personal and professional growth through ongoing feedback, mentorship, and coaching.
• Social connections with two annual company-wide get-togethers, quarterly team events, and happy hours.

Hiring process

• Stage 1: 30-minute Google Meets video call with a Talent team member.
• Stage 2: 45-minute Google Meet with the Content and Training Lead.
• Stage 3: 45-minute in-person interview with a leadership team member.
• Stage 4: Take-home case study followed by a 60-minute presentation to the Customer Experience team.