Customer Support Automation Specialist

Who We Are Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes. We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it. Our Values Customers We relentlessly increase value for customer and do the right thing for them. Action We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability. Team Spirit We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together. Innovation We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create. Excellence We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger. About the Role: The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates , while partnering with the Knowledge Content Specialist to ensure Help Center content supports these outcomes. What You'll Do: Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction. Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact. Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. Edit technical, topic-based knowledge articles that enable self-service. Optimize self-help content based on customer feedback and AI-driven recommendations. Evangelize and maintain voice and style consistency across all customer-facing content. Promote a culture of knowledge sharing and continuous learning within the organization. Report on chatbot performance metrics, highlighting impact and opportunities for improvement. What You'll Bring: 2 years managing AI chatbot performance in a SaaS environment. Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.) A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. Excellent writing and communication skills. Strong project management and problem-solving abilities. Ability to communicate complex information clearly and effectively. Demonstrated ability to work independently and collaboratively across teams. Attention to detail and a high degree of accuracy. The expected base salary range for this position is $80,000 - $85,000 USD annually. What You’ll Get At Billtrust, we believe your total rewards should reflect the impact you make. Our benefits package includes comprehensive health coverage, competitive retirement, generous PTO and parental leave, flexible work options, and meaningful investment in your professional development. We’re building something special and we want you to feel supported while doing it. At Billtrust, we value an equitable and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles. We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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