Conversation Designer

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate – the world’s most powerful virtual agent platform.

Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate – from Vodafone to Finnair, Gorillas to Zalando.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, no-ego culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

With hubs in Helsinki, Berlin, New York and London, alongside our ever-growing global remote workforce, you get to choose a working environment that suits you.

And we are proudly diverse – over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company – and industry – we want to see, together.

 

THE ULTIMATE ROLE

We want to fundamentally change how people work in customer service. To achieve this, we need a team of world-class talent working closely with our clients to create customized solutions tailored perfectly to their needs. As a Conversation Designer, you will become a part of the Ultimate Professional Services team, where you will work closely together with industry-leading brands to help them unlock the true potential of Ultimate solution.

This role can be located in any of our Hubs; Berlin, London or Helsinki. Please note, we are unable to support visa applications for the UK as we do not hold a sponsorship licence.

KEY RESPONSIBILITIES

Be an Ultimate product expert and super-user, maintain in-depth product knowledge, including understanding of future enhancements.
Lead on the delivery of the Ultimate Bootcamp and undertake premium onboardings for our clients, working with them on custom integrations, bespoke launches, training and enablement, as well as deep-diving on more complex conversational AI topics.
Consult customers on conversational AI and automation configuration best practices.
Conduct ongoing product and feature training for our clients to empower them to become Ultimate product experts.
Collaborate with Customer Engineering and the wider CSM team throughout the customer journey to identify and assist customers to design automations that leverage API integrations.
Deliver post-launch projects to help customers attain their automation goals, i.e. market expansions, new channel adoptions (social media, ticket automations), bot optimisation projects, backend integrations and dynamic solution design to improve UX.
Bring valuable product insights from Premium onboarding and Professional Service programs back into the product organization, to drive product improvement and innovation.
Collaborate with internal teams, including Marketing, to craft automation and AI best practices and showcase innovative use cases of our product.
Develop and promote best practices externally and internally.
Support Customer Success team enablement and take an active role in new team members’ onboarding.

 

THE ULTIMATE PROFILE

In addition to your concrete work experience, the following statements describe you perfectly:

Experience in CX Automation, client Onboarding, Customer Service or Solution Consulting in a technology / SaaS company.
You’re a product super-user and want to shape how we can be better. You push the boundaries of what the product can do and you are the first to test new features and identify improvements.
You have implemented automation and/or SaaS / technical solutions based on customer requirements, processes and backend systems.
You are an excellent communicator both written and verbal. Willing and able to champion best practices in customer experience and conversational design – both internally and externally.
You have strong coaching and troubleshooting skills to support our customers through all stages of the customer lifecycle.
You are obsessed with designing and building great customer experiences and strive to optimize service quality and customer satisfaction.
You have a keen analytical mindset, with the ability of leveraging complex data insights for ongoing improvements.
You have a passion for learning and adapting to new tools, technologies and CRM integrations and enjoy solving complex problems.
You are able to understand technical concepts and use them in an effective way during Onboarding and other Professional Service programs.
Experience in a start-up or high-growth environment.

Desirable:

Hands-on experience with implementing AI or machine-learning solutions in a customer service context.
Experienced with SaaS products and Customer Service Software (especially Zendesk, Salesforce or Freshworks).

THE ULTIMATE OFFER

Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:

Generous PTO policy of 28 days per year.
Truly flexible working. Office, home-based or a mix of both, you work where it works for you.
We recognise that you bring your best and we show our appreciation with actions, not just words – our competitive salaries and generous stock options program ensures that our success is your success.
Personal Growth Allowance for you to spend on whatever it is that makes you thrive – whether it’s a coding course, learning a new language or that pottery course that keeps on popping up on your feed, we’ve got you covered.
Team Events all year long – meat-free BBQs, stand-up paddle boarding, volleyball… you name it, we’ll organise it, plus team off-sites to unite because we’re better together.
A truly diverse team awaits you. 40% of our workforce identify as female and we come from over 35 nationalities.

Our Commitment to You:

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate. Here’s our behind-the-scenes social media too: Ultimate Life.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Diversity & Inclusivity:

Belonging is a core pillar of our People strategy here at Ultimate, and our people (UltiMATEs) are at the centre of everything we do.

With an inspiring female co-founder and 40% of our workforce identifying as female, we are committed to ensuring diversity in our business.

We stand by our diversity hiring principles and champion our 37+ nationalities of our 130 employees.