Manager, CS AI Content
Flex is a growth-stage fintech company headquartered in New York City, dedicated to revolutionizing the rent payment experience by offering flexible payment schedules that align with users' financial needs. The company is seeking a Manager, CS AI Content to lead the development of AI-driven customer support tools. This role is pivotal in translating customer support knowledge and workflows into structured, machine-readable content that enables AI systems to respond accurately and effectively across various channels.
The Manager, CS AI Content will be responsible for writing and maintaining AI-native content, including structured responses, decision trees, and escalation logic. They will design conversational AI dialogue flows, manage API integrations to enhance AI workflows, and identify gaps in standard operating procedures to improve AI understanding and accuracy. Collaboration with Product and Engineering teams is essential to launch new AI tools and expand capabilities, while maintaining version-controlled AI training content aligned with policy and regulatory requirements.
Candidates should have experience in Customer Success, Content Operations, Trust & Safety, QA, or similar fields, along with hands-on experience with conversational AI or AI-powered support tools. Proficiency in designing content or workflows that interface with systems such as APIs and automation tools is required. Strong problem-solving skills, the ability to structure ambiguous problems, and effective collaboration with cross-functional teams are essential. Experience in high-growth startups, fintech, payments, or customer support operations is preferred.
For candidates located in Tier 1 markets like New York City, the base salary range for this role is $108,000 to $135,000 USD. Flex offers competitive medical, dental, and vision benefits, company equity, a 401(k) plan with company match, unlimited paid time off plus 13 company-paid holidays, parental leave, and additional perks such as a non-profit company match and pet adoption coverage.
Flex fosters an inclusive culture with a diverse team of intelligent, curious, and empathetic individuals. The company emphasizes collaboration and offers growth opportunities within a rapidly expanding organization. With a focus on innovation and flexibility, Flex provides an environment where employees can make a significant impact on the future of rent payments.