AI Specialist

What We Do Wagmo is a modern pet healthcare company built around how pet parents actually care for their pets. We partner with employers to provide a complete approach to pet and pet-parent wellbeing, from preventive wellness plans and emergency coverage to 24/7 pet telehealth guidance. Our purpose is to unlock every pet parent's potential to provide extraordinary care, and we do it by bringing the same intentionality to pet benefits that the best employers bring to human healthcare. Founded in 2017 and female-founded, Wagmo is headquartered in New York City and trusted by leading employers nationwide. What's Important to Us Our mission shapes everything we build and how we work together. We take fearless ownership of outcomes, collaborate with radical candor, and are always driven by the customers and pet parents who trust us. We think critically, follow through relentlessly, and find the extra 10% that turns good work into exceptional work. We keep it weird because the obvious answer is rarely the most interesting one. Our values aren't aspirational. We interview for them and hold each other accountable to them. If what you've read so far resonates with you and you want to be part of a team where every person makes the company meaningfully better, we'd love to hear from you. About The Role You'll own the day-to-day performance and evolution of Wagmo's Support and Claims automation. You'll monitor production AI workflows, tune prompts and logic, and keep automation accurate, useful, and personal as we scale. You'll also improve the tools our team uses every day, including Zendesk routing, triggers, macros, agent assist, and related workflows. In the near term, you'll move our 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 our customer experience. You don't need to be a software engineer. You do need to be comfortable working in technical tools, evaluation platforms like LangSmith, and APIs, and know when to solve something yourself versus bring in Engineering. Location: This is a remote role open to candidates based in the United States, with a preference for candidates working in Eastern Time. Core Responsibilities - Own day-to-day performance of AI and automation across Support and Claims. - Monitor accuracy, failure patterns, and performance changes, then 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 SMEs. - Rebuild generic channel bots to use live APIs for more personalized interactions. - Track and report automation performance, including automation rate, accuracy, escalation, and BSAT. - Partner with Engineering on work that requires deeper technical build. What You'll Need To Be Successful - 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 a comparable service platform, with comfort working with APIs and structured data. Coding experience is helpful, not required. - Strong diagnostic judgment, with the ability to trace performance issues to root causes and determine the right next action. - Ability to work effectively across technical and non-technical teams, translating operational needs into practical AI solutions. - Strong customer communication instincts and a demonstrated commitment to staying current on emerging AI tools, techniques, and applications. Why Consider This Role? - Pet spending in the U.S. has reached $200 billion and the category is still early in its lifecycle. Wagmo is building the platform to lead it. This is a rare chance to join at a moment when the work you do today shapes what the industry looks like tomorrow. - Wagmo is a female-founded, Inc. 5000 recognized company where performance matters more than pedigree. We are growing fast, building something that matters, and there is real ownership equity in that journey. - The team is exceptionally smart, curious, and kind, led by transparent and low-ego leadership. We take the work seriously and never take ourselves too seriously. This is not a traditional 9-to-5 job. It asks for real dedication and impact, and gives you genuine flexibility and autonomy in return. Key Benefits • Comprehensive health, vision, and dental coverage • HSA/FSA • 401(k) retirement planning with employer matching • Unlimited paid time off • Annual company holidays • Additional company-wide recharge days off • 12 weeks parental leave for eligible employees • Company paid Wagmo pet wellness and insurance plans • Annual fully-paid company-wide retreat