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AI customer support agents · San Francisco
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Team
Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle.
About the Role
As part of the Conversation Design team, you'll help shape what great AI conversation experiences look and sound like — across channels and languages, for enterprise customers around the world. You'll work directly with customers and internal teams to improve agent quality — especially in voice, one of our fastest growing channels — and build the systems and resources that allow us to scale your expertise.
This work spans research, design, enablement, and product strategy. You might:
Advise customers and internal teams on conversation design and voice selection
Evaluate and iterate on voice quality across providers, languages, and use cases
Build playbooks, rubrics, and evaluation frameworks that scale best practices across the team
Partner with Engineering and Product to translate field insights into platform improvements
Your insights will shape how Decagon deploys AI in mission-critical contexts and how we build toward the next generation of intelligent systems.
In this role, you will
Design and optimize enterprise-grade AI conversation experiences across chat, voice, SMS, and email channels
Serve as a trusted advisor to customers and internal stakeholders on conversation design best practices
Evaluate voice quality and interaction patterns to maintain a high bar for naturalness and appropriateness
Build repeatable frameworks for assessing conversation and voice performance
Enable our Customer team to apply strong design judgment independently
Partner crossfunctionally with Engineering and Product to investigate quality gaps and drive improvements through clear recommendations
Share learnings and create documentation on best practices to improve consistency and raise the quality bar across deployments
Your background looks something like this
5+ years of relevant experience (e.g., voice experience design, conversation designer, product manager, applied linguistics, etc.)
Hands-on experience with voice — conversational AI, speech synthesis, or audio production
Experience migrating NLU systems to LLM and understanding key use cases for RAG functionality improvements
Experience building evaluation frameworks, rubrics, or QA processes
Strong communicator across technical and business contexts
Comfortable working close to the product in a fast-moving environment
Even better if you have
Native or professional fluency in Spanish and/or familiarity with other languages
Experience with TTS providers or speech synthesis tools
Hands-on experience with frontier AI tools and deployment in enterprise or high-impact settings
Compensation
$160k - 200k + Offers Equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.