𝗔𝗯𝗼𝘂𝘁 𝗜𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲.𝗮𝗶
Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions -
automating customer service across voice and chat for 100+ financial institutions. Our
proprietary AI achieves 90%+ accuracy on Day 1.
𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲
𝗥𝗼𝘁𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗦𝗵𝗶𝗳𝘁𝘀
Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end,
drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.
𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗗𝗼
𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁
• Own escalated cases end-to-end: root cause, resolution, and customer confirmation
• Investigate issues across conversational AI flows, voice integrations, REST APIs,
webhooks, and core banking connectors
• Identify and categorize AI behavior gaps across hallucination, intent misclassification,
knowledge coverage, flow misconfiguration, and integration issues
• Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
AI Agent Quality & Improvement
• Analyze escalated AI conversations, categorize root causes with enough specificity for
ML/Product to act on, and close the feedback loop
• Write, refine, and retire knowledge base articles to continuously raise AI resolution rates
Incident & Customer Management
• Engage directly with customer technical and operational stakeholders via email and calls
• Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in
Salesforce Service Cloud
• Lead P1/P2 incident response: war room coordination, timestamped updates, parallel
stakeholder management across Engineering and customer teams
• Write post-mortems suitable for customer leadership and compliance review: timeline,
root cause, impact, resolution, preventive actions
• Maintain audit-ready case documentation in Salesforce Service Cloud throughout
Feedback & Process Improvement
• File actionable bug reports Engineering can act on without follow-up
• Surface recurring patterns as structured insights to Product and ML teams
• Flag compliance-adjacent issues immediately: call recording, disclosure language,
member data
𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗕𝗿𝗶𝗻𝗴
Technical
• 5+ years in technical or implementation support at a B2B SaaS company
• REST API and webhook debugging: auth failures, integration traces, event-driven
architecture
• Postgres/SQL: session data queries, usage patterns, data integrity validation across
integrated systems
• Python scripting: diagnostic scripts, log parsing, lightweight internal tooling
• Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,
dashboards, distributed traces
• Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model
errors
• Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail
documentation
Familiarity with Kubernetes: reading pod logs, understanding deployment states, and
navigating cluster context during incident investigation is a plus
𝗔𝗜 & 𝗧𝗼𝗼𝗹𝗶𝗻𝗴
• Hands-on with AI agent creation and orchestration: configuring agents, chaining tools,
defining guardrails, debugging multi-step workflows
• Proficient with Cursor and Claude Code for investigations, codebase exploration, and
scripting
• Able to critically evaluate AI conversation transcripts across voice and digital channels
Communication & Agency
• Clear written and verbal communication with both technical and non-technical
customer stakeholders
• Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
• High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
• Highly self-directed: manages own queue, no supervision needed
Why Join Us
Remote-first · High ownership · AI innovation at the frontier of financial services ·
Comprehensive benefits
𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 & 𝗔𝗴𝗲𝗻𝗰𝘆
• Clear written and verbal communication with both technical and non-technical
customer stakeholders
• Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
• High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
• Highly self-directed: manages own queue, no supervision needed
𝗪𝗵𝘆 𝗝𝗼𝗶𝗻 𝗨𝘀
Remote-first · High ownership · AI innovation at the frontier of financial services ·
Comprehensive benefits
Skills Required
- 5+ years of technical or implementation support experience at a B2B SaaS company
- Experience debugging REST APIs and webhooks, including authentication failures, integration traces, and event-driven architecture
- PostgreSQL and SQL experience for querying session data, usage patterns, and data integrity across integrated systems
- Python scripting experience for diagnostic scripts, log parsing, or lightweight internal tooling
- Experience with observability platforms such as OpenSearch, Kibana, Grafana, Datadog, or equivalent
- Familiarity with voice channels, SIP, IVR routing, and distinguishing ASR errors from AI model errors
- Experience with Salesforce Service Cloud or similar case management and escalation tracking systems
- Hands-on experience creating and orchestrating AI agents, configuring tools, guardrails, and multi-step workflows
- Proficiency with Cursor and Claude Code for investigations, codebase exploration, and scripting
- Ability to evaluate AI conversation transcripts across voice and digital channels
- Clear written and verbal communication with technical and non-technical customer stakeholders
- Precise, audit-ready documentation skills
- Ability to independently manage an escalation queue and drive issues to resolution
- Kubernetes familiarity, including reading pod logs, understanding deployment states, and navigating cluster context
What We Do
interface.ai is an AI leader specializing in Intelligent Virtual Assistants for the financial sector. By integrating its deep banking domain understanding with AI, interface.ai is transforming interactions between banks, credit unions, their customers, and employees, leading the charge into the era of Interactive Intelligence for Banking. Unveiling interface.ai's New Product Suite Powered By Generative AI: Discover Sphere for Customers - an industry-first, ChatGPT-like universal channel revolutionizing banking through intelligent guidance, innovative plugins, and personalized AI assistance. Discover Sphere for Employees - an industry-first, ChatGPT-like universal channel that replaces 14-15 applications traditionally juggled by frontline staff, thereby enhancing frontline operations' efficiency by 10x. Learn more: https://interface.ai/solutions/sphere-generative-ai-assistant-chatgpt-for-creditunions-and-banks
