Manager, CS AI Content

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.

What you’ll do

• 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.

Key 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. Please speak with your recruiter for additional information regarding the specific range for your location