Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.
We’re looking for our first CX Bot Enablement Specialist to own our customer-facing AI agent as a core CX product. In this role, you’ll be responsible for building, operating, and continuously improving the bot so it reliably resolves common customer questions, escalates clearly to human support when needed, and helps the CX team focus on higher-value, more complex work. You’ll sit at the intersection of customer experience, automation quality, and operational efficiency — partnering closely with CX, Engineering, Risk, and external vendors to ensure the bot delivers a high-quality, safe, and trustworthy experience at scale.
What You’ll Be Doing
Conversation Design & Optimization: Design simple, reliable conversation flows so the bot asks the right questions, understands common customer needs, and responds helpfully
Quality Review: Run regular reviews of bot conversations to identify gaps, diagnose failure patterns, and prioritize fixes for the most frequent or highest-risk issues
Pilot Execution & Iterative Testing: Plan and run small pilot tests with the vendor, capture learnings, and make iterative improvements before broader customer rollouts
Vendor Partnership: Be the main contact for the vendor — raise issues, request fixes, and coordinate product changes that impact customers
Escalation & Handoff Design: Define clear handoff procedures, including what information the bot must pass to a human agent and the conditions under which the bot should escalate
Safety and Governance: Maintain simple rules about what the bot can and cannot do and work with Risk or Compliance when necessary
Content Alignment: Translate help-center articles and training material into safe, concise responses the bot can use; ensuring consistency with public-facing guidance
CX Enablement: Train CX team on bot behavior, issue tagging, and how to use bot performance reports in day-to-day operations
Systems Enablement: Enable the bot to safely perform approved system actions by working with Engineering to define clear instructions, access controls, and data handling
Who You Are
You have 3+ years working on customer-facing automation, conversation design, or bot operations
You’ve designed clear, intuitive conversation flows and improve them using real customer transcripts and feedback
You’ve reviewed bot performance, identified failure patterns, and prioritize fixes that improve customer outcomes
You’ve managed vendor relationships and run small pilot tests to validate changes before broader rollout
You’ve worked effectively with engineers to define safe, reliable bot behaviour when the bot interacts with internal systems
You use metrics and reporting to make informed decisions, prioritize work, and demonstrate impact
You understand when automation should be constrained and can navigate approvals for higher-risk use cases
You are a clear communicator, able to explain how the bot works and translate its behaviour into practical guidance
Bonus Points
You have experience with customer-facing bots or vendors such as Ada, Decagon, Sierra or Fin (Intercom)
You are familiar with integrating bots with ticketing systems (e.g., Zendesk)
You have experience defining secure, limited APIs or partnering with engineering on safe automation
You have a background in regulated environments or working with Risk/Compliance teams
The Interview Process
Stage 1:A 30-minute Google Meets video call with a member of our Talent team
Stage 2: A 45-minute Google Meet with the Content and Training Lead
Stage 3: A 45-minute in-person interview with a member of our leadership team
Stage 4: A take-home case study followed by a 60-minute presentation to members of our Customer Experience team
Our Compensation Approach
We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.
The annual salary range for this role is $61,200 - $79,200.
For candidates who demonstrate full readiness for the defined scope of the role, the typical starting salary is $72,000. Offers below this point reflect candidates we believe can grow into the full scope of the role with support and development. Offers above this point reflect impact that meaningfully exceeds the role’s defined expectations or an expanded scope from day one.
We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub.
Why Relay Might Be the Perfect Fit For You
You push relentlessly for reinvention: You’re built to constantly ask, “How can this be better?” Change excites you and you drive it.
You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.
You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.
You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You’re excited about stepping into the unknown and navigating new terrain to create something better alongside your team.
You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself.
You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.
You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together.
You’re here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.
What’s Important to Us:
Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit.
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.
Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check & employment verification through Certn.
