• Job Description

  Req#: 25-00297
  
  
  100% Remote
  
  The Opportunity
  Lead the design and execution for a ground-up AI-powered customer support experience that is integrated with a Salesforce based customer support site. You'll drive the entire design from POC and MVP, setting the foundation for a transformative product.
  
  Scope of Work
  Strategic Leadership
  ● Define and deliver the end-to-end design for POC and MVP phases
  ● Establish design principles that scale beyond initial release
  ● Drive product design through research, stakeholder alignment, and rapid experimentation
  ● Make critical trade-off decisions balancing innovation, feasibility, and time-to- market
  
  Execution
  ● Lead discovery and validation through user research with support teams and end-users
  ● Design conversational AI experiences and multi-modal interaction patterns
  ● Create comprehensive design system and interaction guidelines
  ● Design admin dashboards, analytics, and configuration interfaces
  ● Deliver production-ready designs with detailed documentation for engineering
  ● Validate assumptions through prototyping and usability testing
  
  Key Deliverables
  ● Product design strategy and vision documentation
  ● Complete design system with guidelines for AI interactions
  ● High-fidelity designs and interactive prototypes
  ● User research insights and recommendations
  ● Developer handoff documentation
  
  What You Bring
  Required
  ● 8+ years product design experience with 2+ years at staff/principal level or equivalent
  ● Proven track record launching 0-to-1 products that achieved measurable impact
  ● Deep expertise in conversational design, AI/ML products, or developer tools
  ● Portfolio demonstrating systems thinking and strategic design leadership
  ● Ability to work autonomously and influence without authority
  ● Expert proficiency in Figma and modern design tools
  
  Preferred
  ● Experience designing enterprise B2B SaaS platforms
  ● Background in customer support technology or workflows
  ● Understanding of NLP, LLMs, and conversational AI capabilities/constraints
  ● Track record building and scaling design systems
  ● Experience mentoring designers or leading design critiques
  
  You Excel At
  ● Navigating ambiguity and making strategic decisions with incomplete information
  ● Balancing craft excellence with pragmatic shipping mindset
  ● Collaborating with engineering and product leadership as a strategic partner
  ● Articulating complex design rationale to technical and non-technical audiences
  ● Moving fluidly between high-level strategy and detailed execution
  
  
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• About the company

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