Oura is looking for a Support Engineering AI & Tooling Specialist to join our Member Experience team. In this role, you will develop and optimize AI-assisted support workflows to measurably improve member experience and reduce resolution times.
What You'll Do
- Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows.
- Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience.
- Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout.
- Own initiatives that measurably reduce resolution times and improve member experience.
- Analyze member feedback to identify areas for improvement using our existing automation tool stack.
- Incorporate machine learning, AI, and automation into the support workflow.
- Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization.
- Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops.
- Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations.
- Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders.
- Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization.
What We're Looking For
- 8+ years in Customer Experience Technology or AI tooling, with demonstrated ownership of tools or systems at scale.
- Proficiency in Python, SQL, and REST APIs; comfortable building lightweight automations and integrations without needing dedicated engineering support.
- Hands-on experience building or managing AI-based support workflows — including prompt engineering, knowledge base management, and performance evaluation.
- Experience defining and tracking AI tooling KPIs such as containment rate, deflection, and CSAT, and using data to drive continuous improvement.
- Strong cross-functional collaborator who can translate technical concepts for non-technical stakeholders and business needs for Engineering teams.
- Familiarity with enterprise support platforms (e.g. Zendesk, Intercom, Salesforce Service Cloud) at an admin or configuration level.
- Experience using Jira or similar project management tools to track tooling projects.
- Strong customer service orientation.
Technical Stack
- Python
- SQL
- REST APIs
Benefits & Compensation
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
- Compensation range: Region 1: $143,650 - $169,000, Region 2: $130,050 - $153,000, Region 3: $117,300 - $138,000
Work Mode
This role is local-country and open to candidates located in the United States.
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
