Collaborated with other AI Squad members to create and maintain AI-powered support chat bots and automated email response systems sourcing answers from product documentation. Worked on various AI-focused initiatives, internal tooling development, and maintenance.
-Supported users of WordPress.com, WordPress Mobile, Simplenote, WooCommerce Mobile, Jetpack Mobile, Day One, Pocket Casts, and Tumblr through email, live chat, and community forums. Regularly tested software updates and submitted bug reports and feature requests. Assisted in the onboarding of new employees with trainings on support tools, best practices, and offered feedback on support interactions.
Collaborated with other Product Liaisons to monitor for Pocket Casts app updates, prepare Happiness Engineers to support new features, provided feedback to development teams, track trends in support tickets, and contribute to internal and public documentation.
Collaborated with other Product Liaisons to monitor updates to the WooCommerce mobile app, prepare Happiness Engineers to support new features, provided timely feedback to development teams, contribute to internal and public documentation, and publish regular reports on support trends.
Facilitated communication between the mobile support team and app development teams to prepare for the impact of newly released features and effectively communicated feedback from users after launch.