AI Content Writer, Customer Support

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As an AI Content Writer, Customer Support, you will have the opportunity to be a part of Engrain's growth and dynamic environment. You will be responsible for crafting and refining a robust knowledge base of customer support content, designed to empower our internal teams and ultimately train our AI language model to communicate directly with customers. You will play a pivotal role in shaping the future of our customer service motion and your work will directly impact the accuracy, quality and efficiency of our customer interactions.
What you'll do...

• Create, edit, and optimize customer support content (FAQs, knowledge base articles, chatbot scripts, and templated responses).
• Regularly audit existing support content for accuracy, relevance, and performance, updating or retiring content as necessary.
• Analyze content performance metrics (e.g., resolution rates, user satisfaction) and leverage feedback to enhance support content effectiveness.
• Engage and collaborate with customer-facing teams and stakeholders to address content gaps and promote continuous improvement of the documentation experience.
• Curate and prepare a high-quality dataset of customer inquiries and their corresponding templated responses.
• Train and refine natural language models using templated responses to customer inquiries.
• Work closely with the customer support team to understand their needs and challenges, gathering feedback to improve the effectiveness of the templates and AI model.
• Maintain internal documentation on workflows, templates, decision trees, and best practices for content optimization.

Requirements
What you offer us...

• Bachelor's or Master's degree in a relevant field, such as Linguistics, Journalism, Communications, or a related area
• Excellent written and verbal communication skills
• 2+ years of experience in content writing, technical writing, or customer support content creation
• 2+ years of experience leveraging AI technology, including in depth knowledge of generative artificial intelligence models, preferably within an AI, SaaS, or tech environment
• Sufficient technical acumen to work with database, Cloud, and API technologies
• Knowledge of customer support principles and best practices
• Proficiency in relevant tools and software (e.g., CRM systems, knowledge base tools, AI development tools). Salesforce experience is a plus!

What we offer you...

• Salary Disclosure for Colorado: annual salary of $65,000 - $75,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.