Experienced Full Stack Live Chat Support Specialist – Conversational AI Development and Client Experience Enhancement (Remote/Virtual)

About American Express and the Role

American Express is a leading global financial services company that has been a pioneer in the industry for over 170 years. With a strong commitment to innovation and customer satisfaction, American Express continues to push the boundaries of what is possible in the world of finance. As a key player in the digital transformation of the industry, American Express is seeking an experienced Full Stack Live Chat Support Specialist to join its team and contribute to the development of cutting-edge conversational AI solutions.

Job Summary

We are looking for a highly skilled and motivated Full Stack Live Chat Support Specialist to join our team and play a key role in the development and implementation of our conversational AI platform. As a Full Stack Live Chat Support Specialist, you will be responsible for leading the acquisition and integration of continuous product development efforts, defining product requirements that enhance the customer experience, and collaborating with cross-functional teams to deliver high-quality products that meet business needs. If you are a results-driven professional with a passion for innovation and customer satisfaction, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Lead the acquisition and integration of continuous product development efforts, defining product requirements that enhance the customer experience.
• Influence customer data, conversational analysis, industry insights, and technical expertise to examine the performance of existing solutions and develop future capabilities.
• Work with engineers, data scientists, and product managers across various value streams to deliver products that balance short-term gains with long-term investments.
• Collaborate with core product teams to define customer stories, guide product definition, and establish comprehensive acceptance criteria, identifying and addressing any need for additional research to define future feature planning.
• Lead customer testing and post-launch sustainment analysis of automation, identifying ways to improve the experience.
• Analyze performance metrics that demonstrate the health of the product and develop clear data-driven product recommendations.
• Maintain and refine the product backlog, planning customer stories to meet the needs of the end-user, while focusing on business value.
• Support the definition and development of the product strategy, guide, release plan, and overall customer experience.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• A bachelor's degree in business, computer science, software engineering, or a related field.
• A strong passion for innovation and customer satisfaction, with a proven track record of delivering high-quality products that meet business needs.
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• A demonstrated ability to work collaboratively with cross-functional teams, including engineers, data scientists, and product managers.
• A strong understanding of conversational AI and its applications in customer experience enhancement.
• A proven ability to analyze performance metrics and develop data-driven product recommendations.

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications would be an asset:

• A master's degree in business, computer science, software engineering, or a related field.
• Experience working with conversational AI platforms and tools.
• Knowledge of agile development methodologies and practices.
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Strong problem-solving skills, with the ability to think critically and creatively.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Strong analytical and problem-solving skills, with the ability to think critically and creatively.
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong technical skills, with a strong understanding of conversational AI and its applications in customer experience enhancement.

Career Growth Opportunities and Learning Benefits

At American Express, we are committed to helping our employees grow and develop their careers. As a Full Stack Live Chat Support Specialist, you will have access to a range of learning and development opportunities, including:

• Training and development programs to help you develop your skills and knowledge.
• Opportunities to work on high-profile projects and contribute to the development of cutting-edge conversational AI solutions.
• Regular feedback and coaching from experienced professionals.
• Opportunities to collaborate with cross-functional teams and develop your collaboration and teamwork skills.

Work Environment and Company Culture

At American Express, we are committed to creating a work environment that is inclusive, diverse, and supportive. As a Full Stack Live Chat Support Specialist, you will have the opportunity to work in a dynamic and fast-paced environment, with a team of experienced professionals who are passionate about innovation and customer satisfaction. We offer a range of benefits and perks, including:

• A competitive salary and benefits package.
• A comprehensive training and development program.
• A range of flexible work arrangements, including remote work options.
• A commitment to diversity, equity, and inclusion.
• A range of employee recognition and reward programs.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A base salary of $20-30 per hour.
• A comprehensive benefits package, including medical, dental, and vision coverage.
• A 401(k) retirement savings plan with a 6% company match.
• A range of flexible work arrangements, including remote work options.
• A commitment to diversity, equity, and inclusion.
• A range of employee recognition and reward programs.

How to Apply

If you are a motivated and results-driven professional with a passion for innovation and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

About American Express

American Express is a leading global financial services company that has been a pioneer in the industry for over 170 years. With a strong commitment to innovation and customer satisfaction, American Express continues to push the boundaries of what is possible in the world of finance. We are a diverse and inclusive organization that values creativity, collaboration, and innovation. We are committed to creating a work environment that is inclusive, diverse, and supportive, and we offer a range of benefits and perks to support the well-being and success of our employees.

Equal Employment Opportunity

American Express is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, diverse, and supportive, and we offer a range of benefits and perks to support the well-being and success of our employees. We are proud to be a leader in the industry and are committed to making a positive impact in the communities we serve.

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