Customer Onboarding Specialist

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 and knowledge base. 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 Manager 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 measurable gains in case deflection and customer satisfaction. 

• Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. 

• Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. 

• Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. 

• Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. 

• Write, edit, and publish 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 and knowledge base performance metrics, highlighting impact and opportunities for improvement. 

What You'll Bring: 

• 2+ years of experience creating customer-facing technical documentation or managing AI chatbot performance in a SaaS environment (both preferred). 

• Proven success leveraging AI tools for support case deflection; experience with Forethought AI is a plus. 

• Strong analytical skills with a track record of driving measurable results through AI optimization. 

• 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. 

Who We Are: 

Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes.