Chatbot Support Analyst

Voices

London, Ontario, Canada

London, Ontario, Canada

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About

Chatbot Support Analyst Location: Canada (Remote) or Ontario (Hybrid - See "Hybrid Work Details" section below for more information) Position Type: Full-Time Vacancy Status: This posting is for a new vacancy. About Us Voices is the trusted voice partner for brands, tech and voice talent. Voices helps scale real voice solutions, across traditional voiceover, Voice AI, and ethically sourced voice data. For more than two decades, the biggest and most beloved brands have trusted Voices to find their voices and bring their projects to life. Why join us? We're on a mission to shape the future of voice, and we're building a team that's curious, collaborative, and passionate about making great ideas heard. About the Role The Chatbot Support Analyst is responsible for supporting and continuously improving the chatbot experience across the Voices platform. As part of the Customer Support team, this role ensures our chatbot delivers accurate, helpful, and on-brand support for both clients and talent. You will collaborate closely with partners across Managed Services, Product, Marketing, and Tech to reduce customer friction, improve self-serve support, and ensure smooth transitions Responsibilities In this role, you'll take ownership of the following key areas:

Monitor chatbot performance, accuracy, and reliability across the platform
Analyze chatbot conversations to identify gaps, trends, and optimization opportunities
Improve chatbot intents, flows, and responses based on customer needs and data insights
Maintain chatbot content to ensure alignment with current policies, workflows, and Help Centre resources
Partner with Customer Support and internal teams to ensure coverage of high-impact use cases
Collaborate cross-functionally to support launches, updates, and testing initiatives
Track and report on key performance metrics, including containment, deflection, fallback rates, and CSAT
Identify opportunities to reduce support volume while maintaining a strong customer experience

What You Bring We're looking for someone who brings some or all of the following:

Experience in customer support operations, digital support tools, or chatbot/AI support
Strong analytical skills with the ability to interpret conversation data and performance metrics
Excellent written communication skills with a strong attention to detail
Experience working with chatbot platforms, helpdesk tools, or CRM systems
Ability to troubleshoot issues, prioritize tasks, and manage multiple requests
Comfortable working cross-functionally with technical and non-technical stakeholders
Experience supporting AI-powered or NLP-based chatbots (Preferred)
Familiarity with customer support metrics and QA frameworks (Preferred)
Basic understanding of APIs, workflows, or automation concepts (Preferred)
Experience in a SaaS or marketplace environments (Preferred)

Perks & Benefits In addition to competitive compensation, we offer a range of perks that support your growth, wellbeing, and day-to-day flexibility. Here's what you can look forward to:

Generous Vacation: Start with 15 days of vacation, pro-rated in your first year based on your start date
Personal Time: Take care of what matters with 5 paid personal days and 3 unpaid personal days annually
Comprehensive Health Coverage: Access to health and dental benefits after just 3 months of employment
Hybrid Flexibility: Enjoy the best of both worlds with our hybrid work environment
Performance Bonus Program: Recognizing your impact with bonus opportunities tied to company and individual performance
Learning & Development Support: We invest in your growth with a dedicated L&D budget and coverage for platforms like LinkedIn Learning, Udemy, Codecademy, and more
A Great Team: Work with genuinely kind, smart, and talented people who love what they do (and know how to have fun doing it).

Hybrid Work Details: We are a hybrid workplace, allowing employees to work remotely from home. However, this position requires one in-office day per month on pre-set dates, during which all company employees based in Ontario are expected to attend. Our office is located at 100 Dundas Street, London, Ontario. Additionally, you may be asked to come into the office as needed with reasonable notice. Compensation Salary Range: $60,000-$80,000 A typical hire for this role generally falls between the minimum and midpoint of the range based on skills, experience, qualifications and internal equity. Employees grow through the range based on performance and demonstrated competencies.

Additional Notes

All interviewed candidates will receive notification within 45 days of final interviews.
Our Use of AI in Recruitment: We use an AI tool in our applicant tracking system (Jobvite) to check how well a candidate's experience aligns with the job requirements. This feature, called Talent Match, may label an application as a match or leave it unlabelled. It does not make decisions or reject candidates. Every application is reviewed by our People Operations team.

Our Commitment to Equity & Accessibility

Voices is an equal opportunity employer committed to fostering an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences.

If you require accommodation during the recruitment process, please let us know, and we will work with you to meet your needs. Apply Online If this sounds like a role where you'd thrive, we'd love to hear from you. Interested candidates are encouraged to send their cover letter and résumé by completing the online application. By doing so, your resume is guaranteed to be reviewed.

London, Ontario, Canada

Languages

English

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