AI & Automation Specialist

Storytel is one of the world’s leading audiobook and ebook streaming services, offering unlimited listening to consumers in 25+ markets. Our vision is to make the world more empathetic, with great stories to be shared and enjoyed by anyone, anywhere, anytime. We are now on the hunt for a talented AI & Automation Specialist for our Customer Support Team.

About the team

You will be part of the Customer Support team and report to the Head of Customer Support, but you will also work closely with other functions within Operations (and possibly other parts of the organization) to develop the use of automated workflows and AI.

About the role

At Storytel, we integrate innovative Gen AI models/solutions to deliver great customer support experiences. We believe in enhancing efficiency while maintaining a personal touch, and now we are looking to strengthen the team with an AI & Automation Specialist to help us refine and elevate our bot-driven support systems. In this role, you will be responsible for maintaining and developing automation and AI bot solutions for teams within Operations (e.g. Customer Support, Content Operations). You will be implementing GPT solutions into our existing AI bots, conducting data reporting and analysis of bot activity, and facilitating daily communication with support agents and other stakeholders in the business.

What you will do

• Oversee the daily operations of our chat and email bots to ensure accuracy, reliability and customer satisfaction.

• Analyze customer inquiries and chatbot data to improve automation and increase customer satisfaction.

• Continuously research and launch new features and improvements for our bots to increase automation and enhance the customer experience.

• Develop and refine bot scripts and answers to reflect a helpful, consistent, and human-like tone, while regularly stepping in to manually address complex queries

• Communicate daily with stakeholders across the business for knowledge and information sharing.

About you

If you are passionate about AI, customer support, and leveraging data-driven insights to improve operational efficiency, we encourage you to apply for this exciting opportunity.

• The ideal candidate has either:

  • recently completed an engineering degree or a similar program, with an interest in AI.

  • proven experience in implementing and working with AI and automation solutions in a modern customer support function.

• An analytical, data-driven and problem-solving mindset with a proven ability to work with analysis of big data sets and methodically define actions for improvement.

• An interest in and knowledge of building automated workflows.

• An agile and continuous learning mindset and thrive on working in iterative and changing environments.

• Willingness and ability to empathize with customer pain points and balance between internal efficiency and customer experience. 

• Strong aptitude and passion for written communication, with the ability to craft clear, engaging, and well-tailored content.

What we offer you

Storytel offers a friendly, entrepreneurial, and fast-moving work environment where new ideas and creativity are welcomed. We like doing things in new ways and questioning old methods. The Storytel culture is vital to us, characterized by being welcoming and helpful. We don't believe in hierarchy and micromanagement; we highly believe in giving responsibility and having people grow alongside it.

Our culture encourages self-leadership, innovation, and collaboration – our employees are passionate about high-quality content and stories. There is a strong emphasis on continuous development, learning through experimentation, and actively sharing feedback to constantly improve performance. Our approach to leadership is rooted in communication, trust, and genuine care, recognizing that innovation often stems from collective wisdom, enabling individuals to thrive and achieve collective success.

If you believe that Storytel is a place where you could thrive, submit your application and we will contact you in a little while. No need to write a cover letter or submit a CV - your LinkedIn profile together with the application questions is enough. Thanks!