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About the Role
STLabs is seeking an individual to define the voice and interaction standards for their AI agent, which handles IT and HR requests via Slack and email. This role involves ensuring the agent is perceived as competent, calm, and helpful, even when assisting frustrated employees.
Responsibilities
- Write and maintain the agent's voice and behavioral guidelines, covering explanations, inquiries, admitting uncertainty, declining requests, escalating issues, and closing loops.
- Analyze real transcripts weekly to identify patterns and provide precise, example-backed feedback to the engineering team.
- Define the rubric for evaluating interaction quality.
- Rewrite suboptimal agent responses and build an exemplar library for the team.
- Determine appropriate handoff behaviors, including when the agent should act, ask questions, or escalate to a human.
Requirements
- Ability to identify when technically correct communication is poorly received and articulate the reasons why.
- Exceptional plain-English writing skills tailored for busy and potentially unhappy readers.
- Proven experience in holding others to a standard across high-volume interactions (e.g., managing a team, training staff, grading conversations).
- Capacity to analyze large volumes of transcripts, identify patterns, and formulate specific, robust rules.
- Adaptability to a rapidly changing product environment where guidelines may be tested weekly.
- A degree in literature, philosophy, or the humanities from a reputable institution.
- Evidence of experience in setting and enforcing standards for others.
Skills
- Communication
- Writing
- Analysis
- Problem-solving
- Adaptability
Location
- Remote
Work Type
- Full-time
Experience Level
- Mid-level
Education Level
- Bachelor's degree in Literature, Philosophy, or Humanities
Salary/Compensations
- $100,000—170,000 USD
About the Company
- STLabs develops an AI agent that resolves IT and HR requests in Slack and email for employees.
Equal Opportunity
- As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.