Bot Strategist at Coursera

Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, Technology, EducationIndustries

Requirements

3+ years experience building/optimizing customer support bots or virtual agents in production
Experience with LLM-powered bots (prompt/instruction design, RAG/gen actions) and hybrid ML + LLM models
Experience improving bot KPIs (deflection, CSAT, resolution) using data-driven iteration
Hands-on experience with at least one bot/vendor platform (e.g., Ada, Boost, Dialogflow, Salesforce)
Experience instrumenting/monitoring bot performance (e.g., Looker/Tableau, SQL or similar)

Responsibilities

Expand and maintain LLM-powered gen actions; convert high-impact hand-written intents to LLM-powered flows
Improve model prediction accuracy and reduce unknown predictions through training, hierarchy tuning, and experiments
Design, document, and iterate global/local bot instructions aligned with brand voice and escalation logic
Build a monitoring and testing cadence (LLM-assisted audits, manual reviews, dashboards) to track CSAT, deflection, resolution, automation, and other relevant metrics
Partner with help content optimization to ensure LLM-friendly formatting and closure of knowledge gaps
Collaborate cross-functionally (Support Ops, Engineering, Product, Vendor CSMs) on experiments, expansion of supported languages, and API integrations

Skills

Key technologies and capabilities for this role

AIchatbotsbot strategysupport operationsemail automationcross-functional collaborationprocess innovationtechnical expertise

Questions & Answers

Common questions about this position

Is this position remote or does it require office work?

Coursera is a globally distributed team that lets you choose the best way you work, whether from home, a Coursera hub, or a co-working space near you, with virtual hiring and onboarding.

What are the main responsibilities of the Bot Strategist role?

Responsibilities include expanding and maintaining LLM-powered gen actions, improving model prediction accuracy, designing bot instructions aligned with brand voice, building monitoring cadences for metrics like CSAT and deflection, and partnering with content optimization.

What skills or experience are needed for this Bot Strategist position?

The role requires expertise in LLM-powered bots, model training and tuning, bot instruction design, metrics monitoring with dashboards, and cross-functional collaboration with Product Managers, Engineering, and Business teams.

What is the company culture like at Coursera?

Coursera seeks inventors, innovators, and lifelong learners who are customer-first builders that move fast, simplify ruthlessly, and iterate relentlessly on key metrics, within a globally distributed team focused on transforming lives through learning.

What kind of team will I be working with as a Bot Strategist?

You'll join the Scaled Support Operations team under the Services org, which includes sub-teams like Scaled Support, Enterprise Services, Platform Services, and Service Operations Center, working closely with Content Strategist, Support Strategist, Product Managers, Engineering Managers, and Business Enterprise Solutions teams.

Coursera

Online platform for courses and degrees

About Coursera

Coursera is an online learning platform that provides a variety of courses, professional certificates, and degree programs. It allows users to access educational content from top universities and companies, catering to individuals who want to learn new skills or change careers, as well as businesses that need to train their employees. Users can take free courses or enroll in paid programs for professional certificates and degrees, which are important for the company's revenue. Coursera also offers a corporate training solution called Coursera for Business. The platform has a strong focus on in-demand skills, particularly in Artificial Intelligence, and offers flexible learning options, including the ability to start a degree program before officially enrolling. The goal of Coursera is to help users achieve their personal and professional aspirations through accessible and high-quality education.

Mountain View, CaliforniaHeadquarters

2012Year Founded

$431MTotal Funding

IPOCompany Stage

AI & Machine Learning, EducationIndustries

5,001-10,000Employees

Benefits

Lifelong learning - Coursera covers the cost of tuition so you can earn a free master’s degree and develop new skills. That’s on top of free, lifelong access to courses and certificates on the platform.

Health and wellness - We offer medical, dental, and vision insurance for you and your dependents. Plus, free access to counseling and mental health services.

Parental leave - Get up to 16 weeks of fully-paid parental leave when you grow your family and bring a new child into your life.

Make-a-thon - We host Make-a-thon events twice a year to promote community and innovation. During Make-a-thon, you’ll dedicate time to attend workshops, work on passion projects, and pursue ideas outside of your day-to-day work.

Time away - Take paid time off when you need it. We have time off policies that promote flexibility so you can tailor your work schedule when life calls.

Remote work - Our flexibility extends to where you work. You can choose to work from home, work from one of our offices, or try a combination of the two.

Equity - Employees earn company stock, so you can own what we build together and share in our success.

Risks

Increased competition from platforms like Seekho threatens Coursera's market share.

Rapid advancements in quantum computing could disrupt traditional e-learning platforms.

Dependency on Adobe's tools may limit Coursera's flexibility in course offerings.

Differentiation

Coursera partners with 140 top universities, offering exclusive high-quality educational content.

It provides flexible learning solutions, allowing learners to start degree programs before enrolling.

Coursera's collaboration with Adobe enhances its AI course offerings, setting it apart.

Upsides

Coursera's partnership with Oxford's Saïd Business School boosts its global reputation.

Investment from Franklin Resources indicates strong confidence in Coursera's growth potential.

Coursera is named top provider of Google Professional Certificates, enhancing its market appeal.

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