Job Description
Role Overview: We're seeking a Manager of Customer Support Automation and AI Quality to monitor, analyze and optimize the performance of our automated customer support systems. This individual contributor role combines quality assurance expertise with cutting-edge AI tools to ensure exceptional customer experiences across all support channels. This is an excellent opportunity for someone with support operations background who wants hands-on experience with production AI systems in a customer support environment.
Team Overview: Chegg’s Customer Care Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students.
Responsibilities:
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Create and refine AI classifiers and text analytics models within quality assurance platforms like Maestro QA to categorize and monitor support transcripts
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Monitor, maintain, and optimize automated chatbot responses powered by LLM and generative AI technology for accuracy and helpfulness
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Work within customer service platforms like Gladly to define and optimize workflow rules and engineer LLM prompts to ensure the quality of automated responses
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Generate weekly and monthly automation performance reports and dashboards using text analytics to provide actionable insights to support leadership
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Create real-time dashboards and visualizations to communicate quality trends and improvement opportunities
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Analyze support conversation data to identify trends, gaps, and areas for improvement
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Collaborate with customer support teams to understand pain points and translate them into AI improvements
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Document AI system configurations, training processes, and performance metrics
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Assist in troubleshooting AI system issues and implementing fixes
Required:
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Bachelor’s degree (BTech/BE/BSc) in Computer Science, Data Science, Electronics, or related technical field
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3-5 years of experience in customer support operations, quality assurance, or related analytics role with exposure to AI tools or chatbot technologies
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Experience or demonstrated interest in prompt engineering, and AI/ML tools
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Proficiency with SQL and data visualization tools
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Basic understanding of customer support metrics and quality frameworks
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Excellent communication skills to work cross-functionally with technical and non-technical teams
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Strong analytical mindset with problem-solving abilities
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Ability to work independently and manage priorities in a fast-paced environment
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Excellent English communication skills (written and verbal)
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Ability to work flexible hours to accommodate US and Philippines time zones
Preferred Experience:
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Experience with any customer support, quality assurance and text analytics tool (Gladly, Maestro, Zendesk, Freshdesk, ServiceNow or equivalent platforms)
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Familiarity with Python, NLP, text analytics, or machine learning concepts
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Previous experience in customer service or support operations
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Familiarity with natural language processing and text analytics
Keywords for Search
Customer Support Quality Assurance, AI Operations, LLM Prompt Engineering, Customer Experience Analytics, Support Automation, Quality Monitoring, Conversational AI, Customer Care Analytics, Workforce Management, Agent Coaching, Performance Optimization
Why do we exist?
Students are working harder than ever before to stabilize their future. Our recent research study called
State of the Student
shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Chegg Skills, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.
About Us
What is Chegg?
An ‘always on’ digital learning platform.
Chegg puts students first…Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more.
Chegg is a publicly-held company based in Santa Clara, California and trades on the NYSE under the symbol CHGG.
