AI Designer

About Alpine IQ

Alpine IQ (AIQ) was founded in 2019 to help companies make sense of their customer data and turn it into real, measurable outcomes. What started as a focused data‑unification platform has evolved into a full suite of tools used by brands, retailers, and digital businesses of every size, from fast‑growing startups to global enterprises.

AI Knowledge Designer

Location:

Dallas, TX (Remote)

Full‑time

The AI Knowledge Designer plays a critical role in optimizing the customer support experience through AI‑powered interactions and best‑in‑class documentation. This role owns the performance, accuracy, and evolution of Alpine IQ’s AI chatbot, Astro, ensuring automated responses are clear, helpful, on‑brand, and aligned with customer success goals. It is a highly cross‑functional role at the intersection of conversational design, UX writing, customer support, and product knowledge.

You’ll design AI conversations that feel natural and human while building and maintaining documentation that enables customers—and internal teams—to quickly find the answers they need. You will also own all key performance indicators related to AI support effectiveness, including resolution rates, deflection, escalation trends, CSAT, and knowledge base performance.

• AI Conversation Design & Optimization:
  Design, implement, and continuously refine conversational flows within our AI chatbot to deliver accurate, natural, and brand‑aligned responses. Analyze AI conversation data to identify gaps, inaccuracies, and opportunities for improvement. Partner with Support leadership to prioritize AI content updates based on product changes and customer needs. Collaborate on testing and launching new automation features, triggers, and intents.
• Knowledge Base & Documentation Management:
  Create, maintain, and optimize customer‑facing documentation, FAQs, and help articles to drive self‑service success. Ensure all content reflects Alpine IQ’s tone, accuracy standards, and compliance requirements. Collaborate with Product, Engineering, and Customer Success teams to keep documentation current following releases and updates. Establish and maintain structured content standards to ensure consistency and usability.
• Performance Analysis & Continuous Improvement:
  Track and analyze automation metrics including deflection rate, resolution accuracy, escalation trends, and CSAT. Translate data insights into actionable improvements for AI behavior and documentation quality. Contribute to internal process documentation that improves knowledge sharing and system reliability.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with Human Support, Product, and Engineering teams to align AI and human support workflows. Partner with Customer Education and Marketing to ensure documentation supports onboarding, adoption, and retention. Participate in feedback loops to ensure AI and documentation reflect real customer challenges.

• 1+ years of experience in conversational design, technical writing, or knowledge management within a SaaS or technology environment
• Hands‑on experience with Intercom’s FIN AI or similar AI‑powered customer support tools
• Strong understanding of customer support operations, tone design, and documentation best practices
• Excellent written and verbal communication skills with a focus on clarity and usability
• Ability to interpret data and translate insights into meaningful improvements
• Comfort working in a fast‑paced, fully remote, and data‑driven environment

• Experience with prompt engineering, chatbot training, or AI system tuning
• Familiarity with regulated or compliance‑driven industries
• Background in UX writing or product content strategy
• Experience using tools such as Archbee, Intercom Knowledge Center, or Zendesk Help Center
• Basic understanding of analytics tools and performance reporting

• AI chatbot delivers consistent, accurate, and on‑brand responses
• Customers resolve issues faster through AI‑powered and self‑service channels
• Product documentation is current, easy to navigate, and highly effective
• Support deflection increases while maintaining or improving CSAT
• AI and documentation updates stay tightly aligned with product releases and business priorities

• Fully remote work environment
• Company‑issued computer required for all work activities
• Reliable high‑speed internet and a quiet, professional workspace
• Regular participation in video meetings

Medical, Dental, Vision, and ancillary benefits, 401(k) Company Match, Flexible Time Off, Home Office Benefit, Paid Parental Leave, Virtual Events, Company Laptop, and More!

Ready to embark on this adventure together? We can’t wait to meet you and explore the endless possibilities.