[Remote] AI & Self-Serve Experience Manager at 7shifts

Saskatoon, Saskatchewan, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Restaurant Technology, SaaSIndustries

Requirements

Real SaaS support experience and knowledge of great service in a fast-moving product environment
Ability to turn an AI chatbot into a trusted part of the support experience
Understanding of support workflows end-to-end and spotting AI opportunities for improvement
Experience designing natural, helpful conversational journeys with customer empathy
Strong feedback loops using real interactions to improve AI
Natural coaching skills for frontline teams to build confidence with AI
Experience leading teams through tech-driven change in a calm, practical way

Responsibilities

Improve the AI agent by monitoring responses, validating accuracy, and strengthening the human-in-the-loop framework
Build the skills of CSRs and Leads to coach the bot and work effectively in an AI-supported workflow
Lead change management to ensure CSRs feel equipped, informed, and engaged in continuous AI improvement
Work with Knowledge Management and CSR teams to close knowledge gaps and keep the bot trained on accurate, up-to-date information
Partner with the CX Systems Manager to shape and refine the bot’s conversational journey for stronger customer outcomes
Analyse performance data to surface insights, recommend improvements, and uncover opportunities for automation and efficiency

Skills

Key technologies and capabilities for this role

AI ManagementChange ManagementCustomer SupportKnowledge ManagementPerformance AnalysisBot TrainingConversational AIData AnalysisCSR CoachingHuman-in-the-Loop

Questions & Answers

Common questions about this position

What experience is required for the AI & Self-Serve Experience Manager role?

You need real SaaS support experience, knowledge of turning AI chatbots into trusted support tools, understanding of end-to-end support workflows, skills in designing conversational journeys with customer empathy, strong feedback loops for AI improvement, coaching abilities for frontline teams, and experience leading teams through tech-driven change.

What are the nice-to-have skills for this position?

Previous experience in the restaurant-tech industry, familiarity with AI support tools like Ultimate or Ada, and comfort working with engineering or data teams on light technical troubleshooting would be ideal.

Is this role remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this AI & Self-Serve Experience Manager role?

A strong candidate has SaaS support experience, expertise in AI chatbots and support workflows, coaching skills for frontline teams, and proven ability to lead change management in tech-driven environments, with bonuses for restaurant-tech background or familiarity with tools like Ada.

7shifts

Workforce management platform for restaurants

About 7shifts

7shifts is a workforce management platform designed for the restaurant industry, offering tools for scheduling, payroll, hiring, and compliance. It simplifies the hiring process and includes features for labor law compliance and staff engagement monitoring. The platform's AI-driven auto-scheduling and actionable insights help restaurant owners make informed decisions and improve operational efficiency. 7shifts aims to enhance team retention and guest experiences by addressing the specific needs of restaurant management.

Regina, CanadaHeadquarters

2014Year Founded

$127.4MTotal Funding

SERIES_CCompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Company Equity

Flexible Work Hours

Remote Work Options

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Recent layoffs may impact 7shifts' operational capabilities and service quality.

Increased competition from Square's integrations could affect 7shifts' market share.

Dependency on Lightspeed's ecosystem may limit strategic flexibility for 7shifts.

Differentiation

7shifts offers a comprehensive platform tailored specifically for the restaurant industry.

The platform integrates scheduling, payroll, and compliance tools in one seamless solution.

AI-driven auto-scheduling enhances operational efficiency and decision-making for restaurant managers.

Upsides

7shifts ranked 382 on the 2024 Deloitte Technology Fast 500, showing strong growth.

Partnership with Lightspeed enhances 7shifts' integration capabilities and market reach.

Instant tip payouts feature meets high demand, boosting employee satisfaction and retention.

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