Customer Support Automation Specialist

Sorry, this job was removed at 02:09 a.m. (CST) on Saturday, Mar 28, 2026
Hiring Remotely in United States
Remote
Payments • Financial Services
The Role

About the Role:

Billtrust is looking for a Customer Support Automation Specialist who will be responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot and knowledge base. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Manager to ensure Help Center content supports these outcomes. 

What You'll Do: 

  • Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. 
  • Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. 
  • Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. 
  • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. 
  • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. 
  • Write, edit, and publish technical, topic-based knowledge articles that enable self-service. 
  • Optimize self-help content based on customer feedback and AI-driven recommendations. 
  • Evangelize and maintain voice and style consistency across all customer-facing content. 
  • Promote a culture of knowledge sharing and continuous learning within the organization. 
  • Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement. 

What You'll Bring: 

  • 2+ years of experience creating customer-facing technical documentation or managing AI chatbot performance in a SaaS environment (both preferred). 
  • Proven success leveraging AI tools for support case deflection; experience with Forethought AI is a plus. 
  • Strong analytical skills with a track record of driving measurable results through AI optimization. 
  • Excellent writing and communication skills. 
  • Strong project management and problem-solving abilities. 
  • Ability to communicate complex information clearly and effectively. 
  • Demonstrated ability to work independently and collaboratively across teams. 
  • Attention to detail and a high degree of accuracy. 

 The expected base salary range for this position is $80,000 - $84,000 annually.

Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for additional incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.


Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!  

What You'll Get:

  • Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!  
  • A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
  • Flexible Working Hours: We support your lifestyle- the results are what count.
  • Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
  • Sabbatical: A paid leave to reward longevity and commitment to Billtrust. 
  • Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
  • Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
  • Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
  • Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
  • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.

Who We Are:

Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote

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The Company
HQ: Lawrenceville, NJ
638 Employees
Year Founded: 2001

What We Do

Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries and we lead with double digit market share in many of the industries we serve. We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting. Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department. We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process. We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks. Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions. For more information, visit Billtrust at billtrust.com.

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