Associate Conversational Consultant

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

The Role:

As an Associate Conversational Consultant at Glia, you will play a vital role in assisting both new FI implementations and post-launch FI clients in optimizing and enhancing their conversational experiences using Glia's platform. You will have the opportunity to work with diverse FI clients, addressing their challenges, and contributing to the success of their conversational strategies. Your expertise will help shape exceptional customer experiences and foster long-lasting partnerships with Glia's clients.

What You'll Do:

Review client’s websites and social media to provide tone of voice recommendations at the start of a new implementation, aligning the virtual assistant's personality with the brand's identity and customer base.

Use client’s websites and other provided materials to configure effective and accurate responses for their virtual assistant

Guide clients through the process of updating user goals, enabling them to review and approve the virtual assistant's responses to meet their unique business requirements.

Assist clients in exporting their user goals to staging and production environments, ensuring a smooth and error-free deployment process.

Work closely with Launch Managers to ensure alignment on GVA processes and timelines.

Assist CSMs with post-launch clients to address their queries, concerns, and enhancement requests related to their existing GVA’s responses.

Collaborate with Glia's product and engineering teams to communicate client feedback, and feature requests, and identify areas for product improvement.

Act as a subject matter expert within the organization, sharing knowledge and best practices with other team members to foster a culture of continuous learning.

What You'll Bring:

+1 year of experience in a role requiring writing for a diverse audience in English and Spanish (ie. copywriting)

Proven experience working on multiple Client-facing projects simultaneously

Experience collaborating across multiple teams including Sales, Customer Success, and others to ensure the completion of deliverables

A team player attitude with strong presentation skills, self-confidence, and enthusiasm

Curious by nature, enthusiastic problem solver, capable of meeting challenges in an efficient but also scalable way

Excellent written, oral, and social interpersonal skills across multiple audiences and methods in English and Spanish

Highly collaborative and flexible

Growth mindset with a natural curiosity about technology

Bonus:

Experience within the Financial Services industry

Contact Center experience

Benefits:

Competitive salary

Professional development support (trainings, courses, conferences, books, etc)

Access to all the latest tools and equipment you’ll need

Sports compensation, reimbursement for therapy, counseling sessions

Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)

Diversity: 25 countries represented

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

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