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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
Decagon is the leading conversational AI platform, empowering every brand to deliver concierge customer experiences. Industry-defining enterprises like Cash App, Square, Chime, Oura, Delta Airlines, Tickemaster, American Airlines, and Avis use our platform to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We believe businesses deserve better, more human ways to care for their customers, and that AI finally makes that possible. Design at Decagon is early and growing. You'd report to our Senior Director of Product Design and join a high-visibility, high-ownership team where your work directly shapes the product, the company, and the interaction patterns an entire industry is still figuring out. We work across every customer segment, partnering closely with engineering, product, and go-to-market to make our platform robust, scalable, and easy to use.
About the Role
Today, enterprises use Decagon to deploy AI agents that handle millions of customer conversations. Where we're headed is bigger: making those agents something teams can shape, direct, and trust as naturally as they'd work with a great colleague. Nobody has solved the design problems in between. The surfaces where enterprises build, control, and come to trust autonomous agents don't have established patterns yet, and this role exists to invent them. This is an opportunity to define what great agent UX looks like, across chat, voice, and the interfaces behind authoring those agents.
In this role, you will
As an early and senior member of the design team, you'll work across several areas of the product and own initiatives end to end, from discovery and scoping through launch and adoption. The work often starts before the problem is defined. You'll turn ambiguity into clarity, framing the problem space before jumping to solutions, and you'll design concepts that balance vision, craft, speed, and business potential. You'll guide decisions with structured thinking and clearly articulated design rationale.
We work in small, autonomous project teams where designers pair tightly with engineers and product managers. You'll interview customers, translate what you learn into the roadmap, and ship: polished new features, meaningful refinements to key flows, and along the way, build the foundational design systems that help us move faster. Fluency with AI coding tools is part design craft here. You'll prototype in Figma and in AI tools like Cursor and Claude Code, building directly on our codebase to make design ideas real enough to critique. And as a founding member of our growing design team, you'll shape our culture, hiring, and ways of working.
Your background looks something like this
6+ years as a product designer, with 2+ years designing at similar scale and complexity.
You've worked with complex systems, B2B SaaS, enterprise products, and worked on products where you're not the primary user.
You have a track record of independently driving design from discovery through launch while balancing user needs, technical constraints, and business goals.
Extremely strong visual and interaction craft. You explain ideas clearly and build alignment with product, engineering, research, and marketing partners.
Fluency in Figma and AI-powered design tools, with prototyping skills that make an idea tangible in hours, not days.
You're excited about AI and understand how it works. We care more about curiosity and hands-on interest. Direct experience developing AI products is nice, but not required.
An ownership mindset. This is a high-empowerment culture, and we'll trust you to see problems through until the solution truly works in practice.
Even better if you have
We're building a team where our skills and experiences complement each other, so none of these are required — but we'd love to see:
Courage to ask questions, experiment, and advocate for what you believe is right, and the humility to accept feedback, adapt your thinking, and iterate toward the best solution.
Experience creating, maintaining, or contributing to a design system.
A technical understanding of LLMs and experience building on top of them, shaping their behavior.
Hands-on experience with voice technology, such as conversational AI, speech synthesis, or audio production.
Wide design experience, with the ability to zoom out to systems thinking and strategy, then zoom in to pixel-level details and flows.
Compensation
$212K – $265K + Offers Equity
Benefits
We proudly offer the following benefits for our full-time employees:
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
Monthly stipend to support your wellness, lifestyle, and work-life balance
Daily lunches and snacks in the office to keep you at your best
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
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.