Product Designer, Messaging Experience

Ada; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading AI customer service company is seeking a Product Designer to join their Messaging Experience Team. You will shape how AI Agents communicate across channels, focusing on interaction patterns and user experience. Candidates should have over 3 years of product design experience and a strong portfolio. This role offers the opportunity to work on innovative AI messaging solutions in a collaborative environment.

Qualifications

• 3+ years of product design experience, including end-to-end work on complex, systems-driven products.
• Strong interaction and visual design skills, caring deeply about both form and function.
• Comfortable in ambiguity and able to explore unknowns.

Responsibilities

• Influence messaging designs across various channels.
• Define modern AI messaging support experiences.
• Collaborate with customers and internal teams to refine experiences.

Skills

Product design experience

Interaction design skills

Visual design skills

User-first approach

Collaborative communication

Outcome-driven mindset

Job description

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com , saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

We’re looking for a Product Designer to join the Messaging Experience Team—the team responsible for Ada’s real-time messaging channels, including chat and social integrations. You’ll help shape how our AI Agent communicates across these channels, and redefine what modern, intelligent messaging experiences can feel like.

About You

• 3+ years of product design experience, including end-to-end work on complex, systems-driven products.
• Strong interaction and visual design skills — You’re precise, thoughtful, and care deeply about both form and function.
• Systems thinker — You design for how things work, not just how they look, and think in terms of patterns, behaviors, and modularity.
• Comfortable in ambiguity — You know how to explore the unknown, define problem spaces, and find signal in noise.
• User-first — You care about trust, clarity, and agency in AI-driven interactions—especially when things don’t go as expected.
• Collaborative communicator — You work fluidly with cross-functional teams and know how to bring people along through narrative, visuals, and clear rationale.
• Outcome-driven — You measure success by the clarity of the experience, the quality of the system, and the impact on the customer.

Outcomes

• Design across surfaces — Influence how messaging is shaped across Ada’s chat widget and social channels, AI manager dashboard, and the AI Agent itself, creating cohesive experiences that work across multiple contexts.
• Shape the future of AI messaging — Define what a modern, intelligent support experience looks like across chat, mobile, and social channels. Bring a strong perspective on what "great" feels like in real-time, AI-powered conversations.
• Design the interaction patterns that make it real — Create modular, reusable components and interaction flows that balance UI and language-driven responses—grounded in accessibility, responsiveness, and system behavior.
• Collaborate directly with customers and internal teams — Run discovery with developers, CX leaders, and end users, gathering insights, testing new messaging patterns, and iterating quickly to refine the experience and drive adoption.
• Lead with insight — Translate ambiguous problems into structured flows, conceptual models, and prototypes that inform product direction and unlock decision-making.

Bonus points if you have:

• Experience designing for AI/ML-powered systems or reasoning-based experiences
• Exposure to conversational interfaces or multi-modal interaction design
• A thoughtful perspective on how people and AI can collaborate to solve complex problems

The above Benefits and Perks only apply to full-time, permanent employees.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.