Cx Bot Enablement Specialist

TL;DR

CX Bot Enablement Specialist: Owning the customer-facing AI agent as a core CX product, building, operating, and continuously improving the bot so it reliably resolves common customer questions, escalates clearly to human support when needed. Focus on customer experience, automation quality, and operational efficiency.

Location: We value meaningful collaboration and connection at our Toronto office three times a week.

Company

hirify.global is a digital banking platform that gives self-made business owners the tools and know-how to be great with money.

What you will do

• Design simple, reliable conversation flows so the bot asks the right questions, understands common customer needs, and responds helpfully.
• Run regular reviews of bot conversations to identify gaps, diagnose failure patterns, and prioritize fixes.
• Plan and run small pilot tests with the vendor, capture learnings, and make iterative improvements.
• Maintain simple rules about what the bot can and cannot do and work with Risk or Compliance when necessary.
• Enable the bot to safely perform approved system actions by working with Engineering.

Requirements

• You have 3+ years working on customer-facing automation, conversation design, or bot operations.
• You’ve designed clear, intuitive conversation flows and improve them using real customer transcripts and feedback.
• You’ve reviewed bot performance, identified failure patterns, and prioritize fixes that improve customer outcomes.
• You’ve managed vendor relationships and run small pilot tests to validate changes before broader rollout.
• You’ve worked effectively with engineers to define safe, reliable bot behaviour when the bot interacts with internal systems.
• You are a clear communicator, able to explain how the bot works and translate its behaviour into practical guidance.

Nice to have

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

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive health benefits from day one.
• Flexible vacation and time off.
• Hybrid work environment.
• Personal and professional growth through ongoing feedback, mentorship, and coaching.
• Dog-friendly space.

Hiring process

• A 30-minute Google Meets video call with a member of our Talent team.
• A 45-minute Google Meet with the Content and Training Lead.
• A 45-minute in-person interview with a member of our leadership team.
• A take-home case study followed by a 60-minute presentation to members of our Customer Experience team.