Chatbot Trainer & Designer

Fullscript is making optimal care easy for everyone.  Through our care delivery platform, health practitioners can seamlessly design personalized health plans, provide support and education tools, and effortlessly prescribe and manage the use of healthcare's best supplements —  all in one place.
Since 2011, Fullscript has enabled over 90,000 practitioners to deliver care and has helped more than 5.5 MIL patients follow a path to wellness. And we are just getting started. 
Come build a healthier future with us.
As a Customer Success Chatbot Trainer*, you will utilize a third-party chatbot platform to write, train, monitor, and improve conversational support workflows. Under the Customer Support organization, you will report directly to the Knowledge Management Director and work collaboratively with other Fullscript stakeholders to provide a best-in-class chatbot experience for our customers.
Location: Ottawa, ON / Toronto, CA and surrounding areas.
*Not an engineering role.

What you'll do

• Daily monitoring and analysis of key performance indicators to identify and communicate trends and areas of improvement.
• Chatbot maintenance activities including conversation analysis for quality assurance purposes, training custom intents to improve accuracy, crafting new workflows to address unanswered topics, and updating workflows to reflect platform releases. 
• Work closely with the AI Conversation Specialist to design and test API-integrated workflows that deliver personalized support experiences.
• Collect and action feedback collected from our Voice of the Customer program and other teams across the organization to ensure chatbot accuracy and customer satisfaction.
• Create and maintain a library of reference guidelines, standards, and workflows.

What you bring to the table

• Excellent written and verbal communication skills, and a keen eye for detail.
• 1+ years of relevant work experience.
• Experience working with APIs to create personalized conversations.
• Experience managing chatbots and reporting on their performance.
• A proven track record of collaborating effectively with cross-functional teams.
• An enthusiasm for support automation and the opportunity it brings to help people get better.

Bonus if you have

• Familiarity with Generative AI technologies in a customer support environment.
• Experience with Ada’s chatbot platform or similar technology.
• Experience building and managing IVRs.

The perks

• Competitive Compensation
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends

4/22/24
*Our Wherever You Work Well philosophy means Fullscript teammates get to pick their own office — whether that’s in-office, at home, or a bit of both 🐶🏡
Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.
Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to accommodations@fullscript.com and let us know the nature of your request and your contact information.
Our team handles a lot of sensitive information, which means we require all candidates that receive and accept employment offers to complete a background check before being hired.