CX AI Conversational Designer
Lead the CX Design practice at Flock Safety, managing a team to create cohesive customer support journeys across multiple channels.
Posted by employer 4 weeks ago
First seen on Joblaze 2 months ago
Last verified on the company career page 1 day ago
Skills & Technologies
AI in the day-to-day
AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
The CX Service Design Manager at Flock Safety is responsible for leading a team that designs cohesive customer support journeys across various channels, ensuring quick resolutions for common issues. This role requires expertise in AI-enabled support and service design, with a strong emphasis on translating insights into actionable roadmaps. Ideal candidates will have experience in managing teams and facilitating cross-functional programs in a fast-paced environment. Flock's mission-driven culture and focus on safety add a unique dimension to the role.
Joblaze insights
- Listed about 2 months ago — first seen on Joblaze September 3, 2026. Last confirmed on Flock Safety's careers page November 2, 2026.
- Salary band is below the typical range for Design roles (median ~$170,000).
- Starts at or below all 15 comparable lead design roles in United States we track (median $180,000 across 13 companies).
- AI appears in 15.2% of 33 comparable lead design roles in United States.
Quick facts
- Is the CX AI Conversational Designer role remote?
- It's hybrid — Flock Safety expects some on-site time in Remote - USA.
- What's the salary range?
- Flock Safety lists $100,000–$120,000 for this role.
- Where is the role based?
- Flock Safety is hiring for this position in Remote - USA.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI, Customer Experience, Service Design.
- What seniority level is this role?
- Flock Safety targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this CX AI Conversational Designer role at Flock Safety.
From the original posting
The Problem
Flock's Fin/Intercom AI agent is the first response most customers get. That agent has to sound like Flock, resolve real issues, and know precisely when to stop and hand off to a human, especially on trust-critical accounts. Right now that design work is split across whoever has time for it. We need one person who owns the craft of conversation design as the agent portfolio grows past this first launch.
What You'll Own
End-to-end conversation design for Flock's AI support agents, from intent mapping through prompt development to production deployment.
A measurable lift in AI-resolved conversations without a rise in bad handoffs or missed trust-critical escalations.
The escalation and fallback logic that routes SEV incidents, VIP accounts, and Safe City accounts to a human every time.
A conversation analytics practice that turns agent performance data into a prioritized backlog of design fixes.
Documentation and design standards that let the agent portfolio scale past one bot without design quality slipping.
Partnership with Support, Product, and Trust stakeholders to keep agent behavior aligned with SLA and safety requirements.
What This Role is Not
Not a scripting job. This isn't static decision trees; it's designing and iterating on LLM-driven conversations with real performance data behind every change.
Not an unsupervised AI role. Trust-critical decisions, SEV incidents, and VIP/Safe City accounts stay human-reviewed. This role designs the guardrails; it doesn't replace the judgment call.
Not a general support operations role. This is conversation design and AI agent craft specifically, not queue management or ticket triage.
What You Bring
Experience with Intercom/Fin specifically, or a comparable modern AI agent platform.
Demonstrated ability to design and iterate conversational flows, including intent mapping, utterance training, and fallback strategies, in a live AI agent platform.
Hands-on prompt development experience with LLM-based conversational agents, not legacy decision-tree bots.
Fluency reading conversation logs and performance dashboards to diagnose failure points and prioritize fixes.
Writing that reads naturally in a customer-facing bot voice: clear, concise, on-brand.
Compensation
In this role, you'll receive a starting salary between $85,000 - $95,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.
Standard company text repeated across Flock Safety's postings is omitted here.