Customer Care, AI Automation & Content Writer (Contract)

Quince; San Francisco (CA); Remote; USD 150,000 - 200,000; Full time

Job summary

An innovative retail and technology company is looking for an AI Content Creator to enhance customer experience through AI-driven platforms. This role combines analytical and technical expertise to optimize automation processes and improve knowledge management. The ideal candidate will have a strong background in content writing and AI systems, contributing to a team dedicated to redefining quality and affordability in the market. Join a collaborative environment where your insights will directly impact customer satisfaction and operational efficiency, making a difference in a forward-thinking organization.

Qualifications

• 2+ years of experience in writing knowledge base articles and documentation.
• Proven experience in AI-driven systems and automation tools.

Responsibilities

• Enhance Gladly Answers platform for improved customer knowledge.
• Monitor and optimize Gen AI resolution accuracy for SMS and Chat.
• Analyze self-service deflection to improve customer support efficiency.

Skills

AI Content Creation

Data-Driven Decision Making

Strong Communication Skills

Analytical Skills

Education

Bachelor's degree in English

Experience in Content Writing

Tools

Gladly

Sidekick

Job description

Customer Care, AI Automation & Content Writer (Contract)

United States, Remote

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything. We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.

Environmentally and Socially conscious. We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE

We are seeking an AI Content Creator to drive continuous improvement and refinement in our AI-driven platforms and systems, with a focus on enhancing efficiency, accuracy, and customer experience across multiple channels. This role will require a combination of analytical, strategic, and hands-on technical expertise to implement and optimize generative AI and automation processes. Currently, Quince utilizes the contact management tool Gladly and AI automation is built through their internal tool called Sidekick.

• Proficiency creating AI transactional threads, bots, and automation tools
• Data-Driven Decision Making & Accountability

Key Responsibilities Include:

• Enhancement of Gladly Answers: Take ownership of the Gladly Answers platform to improve knowledge for Customers, AI chatbots, and Agents. Manage and respond to all knowledge base and macro requests from the internal team on a daily basis, maintaining a 100% same-day response rate. Review, update, and implement changes to ensure all knowledge base entries are accurate, clear, consistent, and adhere to brand voice and style guidelines.
• Gen AI Resolution rate improvement: Regularly monitor performance, analyze data, and suggest improvements to optimize Gen AI resolution accuracy for SMS and Chat.
• Self-Service Deflection Optimization: Perform a detailed analysis of self-service deflection in the Contact Us page (Help Center) to find areas for improvement. Implement strategies and solutions to enhance deflection, improving overall customer support efficiency and reducing the need for human escalation.
• Email Sidekick Gap Analysis and Implementation: Analyze and assess gaps in the current Email Sidekick threads. Then, create and execute an implementation plan aimed at increasing the email resolution rate, ensuring more efficient automated responses.
• Transactional Threads configuration: Document current processes to map AI threads to solve main contact topic drivers for customer care.
• Glad App (Chat widget) quick Answers trends monitoring: Monitor quick answers performance and customers search behavior to assess changes needed to improve Glad App deflection rate.
• Support Quince New Market Launches: Ensure Help Center and Knowledge Base articles/content are correctly updated to support new market and language requirements.

Basic Qualifications Include:

• Education and Experience in Content Writing
• 2+ years of experience writing knowledge base articles, macros, FAQs, or other end-user documentation.
• Bachelor's degree in English, Communications, or a related field.
• Experience crafting AI-driven self-service content (e.g., chatbot or virtual assistant responses) is a plus.
• Strong command of English grammar, clarity, and tone with an ability to simplify complex topics.
• Ability to write in a brand voice that aligns with company culture and customer expectations.
• Proven experience in AI-driven systems, machine learning, or similar technology roles, ideally with a focus on customer service automation.
• Solid understanding of AI transactional threads, bots, and automation tools.
• Ability to analyze complex systems, identify gaps, and create actionable solutions.
• Strong communication and collaboration skills, with a track record of working cross-functionally in a fast-paced environment.

We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position’s impact and contribution to our strategic goals.

Pay Range: $35 - $40 USD

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.