Contractor AI Content Creator

Quince is seeking an AI Content Creator to improve AI-driven platforms and systems, focusing on efficiency, accuracy, and customer experience. This role requires analytical, strategic, and technical expertise to optimize generative AI and automation processes using Gladly and an internal tool called Sidekick.

Key Responsibilities Include:

• Enhancement of Gladly Answers: Take ownership of the Gladly Answers platform to improve knowledge for Customers, AI chatbots, and Agents. Manage and respond to all knowledge base and macro requests from the internal team with a 100% same-day response rate. Review, update, and implement changes to ensure all knowledge base entries are accurate, clear, consistent, and adhere to brand voice and style guidelines.
• Gen AI Resolution rate improvement: Regularly monitor performance, analyze data, and suggest improvements to optimize Gen AI resolution accuracy for SMS and Chat.
• Self-Service Deflection Optimization: Analyze self-service deflection in the Contact Us page (Help Center) to find areas for improvement. Implement strategies and solutions to enhance deflection, improving overall customer support efficiency and reducing human escalations.
• Email Sidekick Gap Analysis and Implementation: Analyze and assess gaps in the current Email Sidekick threads. Create and execute an implementation plan to increase the email resolution rate, ensuring more efficient automated responses.
• Transactional Threads configuration: Document current processes to map AI threads to solve main contact topic drivers for customer care.
• Glad App (Chat widget) quick Answers trends monitoring: Monitor quick answers performance and customers search behavior to assess changes needed to improve Glad App deflection rate.
• Support Quince New Market Launches: Ensure Help Center and Knowledge Base articles/content are correctly updated to support new market and language requirements.

Key Competencies:

• Content Writing & Editing Excellence
• Proficiency creating AI transactional threads, bots, and automation tools
• Data-Driven Decision Making & Accountability
• Collaboration & Communication

Basic Qualifications Include:

• Education and Experience in Content Writing
• 2+ years of experience writing knowledge base articles, macros, FAQs, or other end-user documentation.
• Bachelor's degree in English, Communications, or a related field
• Experience crafting AI-driven self-service content (e.g., chatbot or virtual assistant responses) is a plus.
• Strong command of English grammar, clarity, and tone with an ability to simplify complex topics.
• Ability to write in a brand voice that aligns with company culture and customer expectations.
• Proven experience in AI-driven systems, machine learning, or similar technology roles, ideally with a focus on customer service automation.
• Solid understanding of AI transactional threads, bots, and automation tools.
• Ability to analyze complex systems, identify gaps, and create actionable solutions.
• Strong communication and collaboration skills, with a track record of working cross-functionally in a fast-paced environment.

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