Customer Support Automation Specialist

About Billtrust

Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, Billtrust provides AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers and more than $1 trillion in invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture focused on meaningful customer outcomes.

Billtrust is an AI-first company that uses AI tools daily across every function to work faster, make better decisions, and deliver higher-quality outcomes.

About the Role

The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing the AI chatbot. Success in this role is critical to achieving 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 Specialist to ensure Help Center content supports these outcomes.

Key Responsibilities

• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction
• Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates
• Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact
• Collaborate with cross-functional subject matter experts to confirm technical requirements and implementation details

Company Values

• Customers: Relentlessly increase value for customers and do the right thing for them
• Action: Make thoughtfully fast decisions, act quickly, cut through red tape, and deliver progress not perfection
• Team Spirit: Put the team ahead of yourself, foster trust and respect, and collaborate with passion
• Innovation: Challenge the status quo, experiment thoughtfully, and create novel solutions
• Excellence: Aspire to be the best and take pride in your work