Manager, CS AI Content
Flex
- San Francisco, California, United States
- San Francisco, California, United States
About
About the role We’re hiring a
Manager, CS AI Content
to own the content layer that powers Flex’s AI‑driven customer support tools. This role sits at the intersection of
content, conversational AI, and systems design . You’ll translate customer support knowledge, SOPs, and workflows into structured, machine‑readable content that enables AI systems to respond accurately, take action through APIs, and safely support customers across channels. You’ll design content for
conversational AI , including multi‑turn dialogue flows, clarification strategies, and safe recovery paths. The content you create directly impacts containment, CSAT, and risk prevention, making this a high‑impact, cross‑functional role.
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.
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.
Experience in high‑growth startups, fintech, payments, or customer support operations preferred.
Flex takes a market‑based approach to pay, ensuring compensation is commensurate with a candidate's experience and our internal leveling guidelines.
For candidates located in our Tier 1 markets (San Francisco, CA), the base salary pay range for this role is $108,000—$135,000 USD. For all other U.S. locations, Flex utilizes a geographic pay differential based on a cost‑of‑labor index. If you are located outside of the Tier 1 states listed above, your starting pay will be adjusted to align with the market conditions of your specific geographic zone.
Benefits Life at Flex: We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self‑aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the U.S., Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal‑opportunity workplace.
Competitive medical, dental, and vision available from Day 1
Company equity
401(k) plan with company match (our company match kicks off at the beginning of 2026)
Unlimited paid time off + 13 company paid holidays
Parental leave
Flex Cares Program
Free Flex subscription
For full‑time non‑U.S. employees, we offer competitive compensation + company equity and unlimited PTO.
Equal Employment Opportunity As set forth in Flex’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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Languages
- English
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