SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Wagmo is a modern pet healthcare company that partners with employers to provide comprehensive pet and pet-parent wellbeing solutions, including preventive wellness plans, emergency coverage, and 24/7 pet telehealth guidance. Founded in 2017 and female-founded, Wagmo is headquartered in New York City and serves leading employers nationwide.
In this role, you will own the day-to-day performance and evolution of Wagmo's Support and Claims automation systems. You'll monitor production AI workflows, tune prompts and logic, and ensure automation remains accurate, useful, and personalized as the company scales. You'll also improve the tools the team uses daily, including Zendesk routing, triggers, macros, agent assist, and related workflows.
In the near term, you'll migrate channel bots from generic help content to personalized responses powered by live customer data. Longer term, you'll partner closely with Engineering to expand Wagmo's custom AI capabilities and improve the speed, accuracy, and quality of the customer experience.
Key responsibilities include:
- Own day-to-day performance of AI and automation across Support and Claims
- Monitor accuracy, failure patterns, and performance changes; tune prompts and workflows to improve results
- Build and maintain evaluations, including test cases, golden datasets, and regression checks
- Test changes before production with Claims and Support subject matter experts
- Rebuild generic channel bots to use live APIs for more personalized interactions
- Track and report automation performance metrics (automation rate, accuracy, escalation, BSAT)
- Partner with Engineering on work requiring deeper technical build
You don't need to be a software engineer, but you must be comfortable working in technical tools, evaluation platforms like LangSmith, and APIs, and know when to solve something yourself versus escalate to Engineering.
Requirements:
- 3+ years of hands-on experience building and improving AI-powered workflows and automation, ideally in customer service or operations
- Strong understanding of prompt design, workflow logic, AI evaluation, and failure analysis, including structured testing or quality review
- Extensive experience with Zendesk AI or comparable service platform; comfort working with APIs and structured data (coding experience helpful but not required)
- Strong diagnostic judgment with ability to trace performance issues to root causes and determine appropriate next actions
- Ability to work effectively across technical and non-technical teams, translating operational needs into practical AI solutions
- Strong customer communication instincts and demonstrated commitment to staying current on emerging AI tools, techniques, and applications
