Role Overview
We are looking for a Product Ops to support our AI Assistants users. You will sit at the intersection of our Product, Engineering, and Customer teams, ensuring that our users are well-equipped with the skills needed to build bots and agents with our products. Your mission is to turn complex AI features into clear, actionable knowledge through hands-on workshops and direct support.
Key Responsibilities
1. Educational Workshops & Training
Design and Lead Workshops: Create and facilitate live training sessions for customers on how to best deploy and interact with our bots/agents.
Prompt Engineering Guidance: Help users understand how to write effective prompts and configurations to get the most out of the AI models.
2. Customer Query Management & Support
First-Line Response: Act as the primary point of contact for customer queries, providing thoughtful, timely, and technical (but accessible) answers.
Technical Troubleshooting: Work closely with the AI Assistants engineering team to identify and resolve user-reported bugs, "hallucinations," or latency issues.
Feedback Synthesis: Transform raw customer queries into "feature requests" or "documentation gaps" for the product team to prioritize in the roadmap.
3. User Success & Documentation
Knowledge Base Ownership: Build and maintain a library of FAQs, "How-to" guides, and best-practice templates for AI interaction.
Onboarding: Ensure new users have a frictionless start by guiding them through their first AI Assistant setup and integration.
Qualifications
Education: Bachelor’s Degree in Communication, Business, Information Systems, or a relevant field. We value candidates who can bridge the gap between business needs and technical systems.
Technical Literacy: A strong interest in AI, LLMs, and agentic workflows. You don't need to be a developer, but you should be comfortable explaining concepts like system prompts, grounding, and temperature.
Communication: Great verbal and written communication skills. You can translate high-level technical jargon into clear, human-centric language.
Problem-Solving: You enjoy looking at a failed AI response and deducing whether it's a prompt error, a data issue, or a technical bug.
Adaptability: You thrive in the fast-paced nature of the AI industry, where tools and best practices evolve weekly.
