Manager, CS AI Content at Flex in San Francisco, CA

Summary: Flex is a growth-stage FinTech company headquartered in NYC that aims to revolutionize the rent payment experience. They are seeking a Manager, CS AI Content to develop and maintain AI-driven content for customer support tools, enhancing user interactions and improving overall service quality. Responsibilities: - Write and maintain AI-native content that powers chatbot and agent assist behavior, including structured responses, decision trees, and escalation logic - Design conversational AI dialogue flows, including multi-turn interactions, clarifying questions, and safe handoffs to human support - Strengthen AI workflows by leveraging API calls, enabling AI tools to retrieve data, trigger actions, or route conversations appropriately - Identify and close gaps in SOPs and support documentation that limit AI understanding or accuracy - Disambiguate overlapping or ambiguous concepts to improve AI reasoning and response quality - Partner with Product and Engineering to launch new AI tools or expand AI capabilities across other channels - Maintain version-controlled AI training content that is audit-ready and aligned with policy and regulatory requirements - Measure and improve AI performance using containment, CSAT, escalation trends, and P0 signals Required Qualifications: - Experience in Customer Success, Content Operations, Trust & Safety, QA, or similar fields - Hands-on experience with conversational AI or AI-powered support tools - Comfort designing content or workflows that interface with systems (APIs, automation, AI tools) - Strong problem-solving skills and ability to bring structure to ambiguous problems - Ability to collaborate effectively with Product, Engineering, Data Science, QA, and Ops partners Preferred Qualifications: - Experience in high-growth startups, fintech, payments, or customer support operations Required Skills: Customer Success, Content Operations, Trust & Safety, Quality Assurance, Conversational AI, AI-powered support tools, Content design for AI workflows, API integration, Automation, Collaboration with Product, Fintech domain knowledge, Payments domain knowledge, Customer support operations Benefits: Competitive medical, dental, and vision, Company equity, 401(k) plan with company match, Unlimited paid time off + 13 company paid holidays, Parental leave, Flex Cares Program: Non-profit company match + pet adoption coverage, Free Flex subscription