Job Description

Artlist is a leading creative technology company on a mission to empower creators and brands to bring their vision to life with video. Offering cutting-edge AI tools and models for image, video, and voiceover creation, alongside high-quality creative assets and powerful editing tools, Artlist enables creators to stay on trend, and achieve their creative goals. Trusted by over 30 million creators worldwide and top brands including Google, Amazon, Microsoft, and Versace, Artlist provides a seamless, subscription-based platform with a global license, giving creators everything they need to produce professional video content efficiently. For more information, visit artlist.io

We're looking for a talented Customer Experience AI Chatbot Coordinator to join our CX team. In this role, you will sit at the intersection of CX strategy and AI workflow design- using natural language prompting, intent architecture, and conversation flow expertise to drive ticket deflection and improve the customer journey. Someone with a strong instinct for how customers communicate, and the ability to translate that understanding into AI workflows that resolve issues without human intervention.

Key Responsibilities

• Design, build, and iterate on conversational flows and NLP prompts within third-party AI chatbot platforms
• Develop intent libraries, training phrases, and response templates that accurately reflect customer needs and Artlist's brand voice
• Own the ongoing training and tuning of the chatbot to improve intent recognition and resolution rates
• Continuously refine bot behaviour based on performance data, conversation logs, and agent feedback
• Monitor key metrics - especially ticket deflection, containment, and CSAT - and implement targeted optimisations
• Contribute to the chatbot roadmap with ideas for new flows, use cases, and automation opportunities
• Work closely with the CX and Experience team to understand recurring issues, escalation patterns, and agent pain points
• Maintain clear, up-to-date documentation of all flows, training data, intent structures, and change logs

Requirements

• 2+ years / proven experience in building workflows or conversation flows in at least one AI chatbot or conversational AI platform (e.g., Intercom, Zendesk AI, Ada, Kustomer, Drift, or similar)
• Hands-on experience leveraging No-Code platforms to design, automate, and optimize conversational AI workflows.
• Strong instinct for natural language - able to craft prompts, intents, and responses that feel human and resolve issues effectively
• Solid understanding of customer experience workflows and the primary drivers of ticket volume
• Exceptionally detail-oriented - precise in how flows are built, documented, and maintained, with a low tolerance for gaps or inconsistencies
• Analytical mindset - comfortable reviewing conversation data, monitoring key metrics (ticket deflection, containment, CSAT), and turning findings into actionable changes
• Clear, organised written communication; able to document complex flows in a way others can follow
• Collaborative attitude and comfortable working across CX, product, tech, and vendor stakeholders
• Hands-on execution - ability to design intent libraries, response templates, and conduct regular audits of bot conversations

Nice To Have:

• Experience with Forethought or comparable AI-native support platforms
• Familiarity with CX metrics such as deflection rate, containment, AHT, and CSAT
• Experience in a SaaS or digital-first CX environment
• Exposure to knowledge base management or content strategy