Remote AI Automation Lead for Support & Claims

Wagmo Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health coverage

HSA/FSA

401(k) with employer matching

Unlimited paid time off

Annual company holidays

Recharge days off

12 weeks parental leave

Pet wellness and insurance plans

Annual company retreats

Job summary

Wagmo Inc. is seeking a technically adept specialist to own the day-to-day performance and evolution of our Support and Claims automation.

You’ll monitor AI workflows, tune prompts and logic, and ensure automation remains accurate, useful, and personal as we scale. You’ll enhance tools used daily by the team, from Zendesk routing and macros to agent assist, while moving channel bots toward personalized responses powered by live customer data.

Qualifications

• 3+ years of hands-on experience building and improving AI-powered workflows and automation.
• Strong understanding of prompt design, workflow logic, AI evaluation, and failure analysis.
• Experience with Zendesk AI or a comparable service platform, with comfort working with APIs and structured data.

Responsibilities

• Own day-to-day performance of AI and automation across Support and Claims.
• Monitor accuracy, failure patterns, and performance changes; tune prompts and workflows to improve results.
• Build and maintain evaluations, including test cases, golden datasets, and regression checks.
• Test changes before production with Claims and Support SMEs.
• Rebuild generic channel bots to use live APIs for more personalized interactions.
• Track and report automation performance, including automation rate, accuracy, escalation, and BSAT.
• Partner with Engineering on work that requires deeper technical build.

Skills

AI workflows

Prompt design

APIs

Cross-functional collaboration

Tools

Zendesk AI

Job description

Wagmo Inc. is seeking a technically adept specialist to own the day-to-day performance and evolution of our Support and Claims automation.

You’ll monitor AI workflows, tune prompts and logic, and ensure automation remains accurate, useful, and personal as we scale. You’ll enhance tools used daily by the team, from Zendesk routing and macros to agent assist, while moving channel bots toward personalized responses powered by live customer data.