CX Bot Enablement Specialist - Toronto - Relay

Description

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.

What You'll Be Doing

• Conversation Design & Optimization: Design simple, reliable conversation flows so the bot asks the right questions, understands common customer needs, and responds helpfully
• Quality Review: Run regular reviews of bot conversations to identify gaps, diagnose failure patterns, and prioritize fixes for the most frequent or highest-risk issues
• Pilot Execution & Iterative Testing: Plan and run small pilot tests with the vendor, capture learnings, and make iterative improvements before broader customer rollouts
• Vendor Partnership: Be the main contact for the vendor — raise issues, request fixes, and coordinate product changes that impact customers
• Escalation & Handoff Design: Define clear handoff procedures, including what information the bot must pass to a human agent and the conditions under which the bot should escalate
• Safety and Governance: Maintain simple rules about what the bot can and cannot do and work with Risk or Compliance when necessary
• Content Alignment: Translate help-center articles and training material into safe, concise responses the bot can use; ensuring consistency with public-facing guidance
• CX Enablement: Train CX team on bot behavior, issue tagging, and how to use bot performance reports in day-to-day operations
• Systems Enablement: Enable the bot to safely perform approved system actions by working with Engineering to define clear instructions, access controls, and data handling

Who You Are

• You have 3+ years working on customer-facing automation, conversation design, or bot operations
• You've designed clear, intuitive conversation flows and improve them using real customer transcripts and feedback
• You've reviewed bot performance, identified failure patterns, and prioritize fixes that improve customer outcomes
• You've managed vendor relationships and run small pilot tests to validate changes before broader rollout
• You've worked effectively with engineers to define safe, reliable bot behaviour when the bot interacts with internal systems
• You use metrics and reporting to make informed decisions, prioritize work, and demonstrate impact
• You understand when automation should be constrained and can navigate approvals for higher-risk use cases
• You are a clear communicator, able to explain how the bot works and translate its behaviour into practical guidance

Bonus Points

• You have experience with customer-facing bots or vendors such as Ada, Decagon, Sierra or Fin (Intercom)
• You are familiar with integrating bots with ticketing systems (e.g., Zendesk)
• You have experience defining secure, limited APIs or partnering with engineering on safe automation
• You have a background in regulated environments or working with Risk/Compliance teams

Our Commitment to You

• Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
• Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
• Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
• Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
• Hybrid work environment: we value meaningful collaboration and connection at our Toronto office three times a week, with lunch, snacks, and beverages on us.
• Dog-friendly space: can dogs really make you happy and healthy? We don't know for sure, but since we don't want to chance it, our office is 100% floof-friendly.
• Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
• Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
• Social connection: we celebrate our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and networking opportunities with industry leaders.

The Interview Process

• Stage 1: A 30-minute Google Meets video call with a member of our Talent team
• Stage 2: A 45-minute Google Meet with the Content and Training Lead
• Stage 3: A 45-minute in-person interview with a member of our leadership team
• Stage 4: A take-home case study followed by a 60-minute presentation to members of our Customer Experience team

Why Relay Might Be the Perfect Fit For You

• You push relentlessly for reinvention: You're built to constantly ask, "How can this be better?" Change excites you and you drive it.
• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you're someone who takes initiative, is comfortable taking risks, and seeks input when needed, you'll find the freedom here empowering.
• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.
• You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You're excited about stepping into the unknown and navigating new terrain to create something better alongside your team.
• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself.
• You're energized by complexity and ambiguity: You enjoy tackling problems that don't come with a playbook. You're comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.
• You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together.
• You're here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.

Our Promise

We're driving real change for small business owners, powered by truly remarkable people. At Relay, you'll find the confidence to take chances, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we're all proud of. We give you the baton–you run the Relay.

What's Important to Us

Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, we'd love to hear from you and figure out together if it's a great fit.

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.

Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check & employment verification through Certn.

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