We're looking for a content designer with experience in conversation design for customer support chatbots and a passion for LLM’s to help shape the future of automated support experiences at DoorDash. In this role, you'll design, optimize, and refine chatbot and AI-driven interactions to ensure seamless, human-centered support experiences. You'll collaborate closely with product managers, engineers, data analysts, and customer support teams to build intuitive, effective, and empathetic conversational flows. At DoorDash, we’re committed to operating at the lowest level of detail and maintaining a high craft bar in service of our customer obsession. If you’re passionate about crafting clear, engaging and effective chatbot interactions that enhance the customer experience, we’d love to hear from you!
About the Role Design conversational experiences for AI-driven chatbots and virtual assistants, focusing on customer support scenarios. Develop content strategy, dialogue flows, and scripts that align with brand voice, customer needs, and business objectives. Optimize chatbot responses for clarity, efficiency, and empathy, ensuring seamless user interactions. Test, analyze, and iterate chatbot performance using qualitative and quantitative data (e.g., chat logs, customer feedback, and analytics). Partner with UX designers, engineers, product managers, and data scientists to continuously enhance chatbot capabilities. Maintain content guidelines, tone of voice, and best practices for conversational design. Contribute to the evolution of AI-driven customer support by exploring new technologies and trends in NLP and automation. You're excited about this opportunity because... 3+ years of experience in content design, UX writing, conversation design, or chatbot development, preferably in customer support or service automation. Strong understanding of conversational UX principles, NLP, and chatbot frameworks. Excellent writing skills with an ability to craft concise, natural, and user-friendly dialogue. Experience working with chatbot platforms (e.g., Dialogflow, Lex, Rasa, Ada, etc.) and analytics tools. Familiarity with customer support workflows, escalation paths, and self-service strategies. Ability to interpret data and customer feedback to refine and optimize chatbot performance. Strong cross-functional collaboration skills and experience working with product, engineering, and support teams. Bonus: Knowledge of AI, machine learning, or localization for chatbot interactions. We're excited about you because... You'll have the opportunity to shape the future of AI-driven customer support at DoorDash. Work with cutting-edge AI and automation technologies to improve user experiences. Collaborate with a team that values user-first thinking, innovation, and continuous learning. Make a meaningful impact by helping customers get the right answers, faster and more efficiently.
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