AI Automation & Content Writer, Quince
Customer Care, Contract
Pay Range: $35 - $40 USD
Affordable luxury fashion and home goods brand
Open for applications
Affordable luxury fashion and home goods brand
201-500 employees
Open for applications
Pay Range: $35 - $40 USD
201-500 employees
Company mission
To create products of equal or greater quality than the leading luxury brands at a much lower price.
Role
Who you are
- This role will require a combination of analytical, strategic, and hands-on technical expertise to implement and optimize generative AI and automation processes
- Content Writing & Editing Excellence
- Proficiency creating AI transactional threads, bots, and automation tools
- Data-Driven Decision Making & Accountability
- Collaboration & Communication
- 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
What the job involves
- We are seeking an AI Content Creator to drive continuous improvement and refinement in our AI-driven platforms and systems, with a focus on enhancing efficiency, accuracy, and customer experience across multiple channels
- Currently, Quince utilizes the contact management tool Gladly and AI automation is built through their internal tool called Sidekick
- 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 on a daily basis, maintaining 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: Perform a detailed analysis of 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 the need for human escalation
- Email Sidekick Gap Analysis and Implementation: Analyze and assess gaps in the current Email Sidekick threads
- Then, create and execute an implementation plan aimed at increasing 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: Insure Help Center and Knowledge Base articles/content are correctly updated to support new market and language requirements
Our take
The rise in fast fashion has brought widespread awareness of the alarming waste of resources and the significant environmental impact caused by the industry. Recognizing these concerns, Quince is looking to address these issues and offer a more sustainable alternative to consumers.
Quince is a direct-to-consumer brand that offers high-quality products at lower prices by cutting out the middleman. The company focuses on providing wardrobe staples and home goods, with an emphasis on minimalism, simplicity, and timeless designs.
Quince works directly with factories to produce inventory on a near-just-in-time basis. By eliminating unnecessary intermediaries, Quince can streamline the supply chain and reduce financial and environmental waste. This approach allows Quince to ship goods directly to consumers' doorsteps, minimizing transportation and warehousing costs and as a result, providing customers with a more efficient and sustainable shopping experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (1 round)
May 2023
$77m
SERIES B
Total funding: $77m
Company HQ
SoMa, San Francisco, CA
Leadership
Sid Gupta
(CEO)Graduated from Stanford University with an MBA in Finance. Previously the Founder and CEO of Lolli and Pops as well as the Director of Strategy at TechTurn.
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