๐๐ฏ๐ผ๐๐ ๐๐ป๐๐ฒ๐ฟ๐ณ๐ฎ๐ฐ๐ฒ.๐ฎ๐ถ
Interface.ai builds Generative AI-powered virtual assistants for banks and credit unions -
automating customer service across voice and chat for 100+ financial institutions. Our
proprietary AI achieves 90%+ accuracy on Day 1.
๐๐ฏ๐ผ๐๐ ๐๐ต๐ฒ ๐ฅ๐ผ๐น๐ฒ
๐ฅ๐ผ๐๐ฎ๐๐ถ๐ผ๐ป๐ฎ๐น ๐ฆ๐ต๐ถ๐ณ๐๐
Our AI agents handle the majority of member interactions autonomously. What reaches L2 is technically complex, compliance-sensitive, or business-critical. You own escalations end-to-end,
drive AI quality improvement through every case you close, and serve as a trusted technical partner to customers that have zero tolerance for ambiguity.
๐ช๐ต๐ฎ๐ ๐ฌ๐ผ๐'๐น๐น ๐๐ผ
๐๐ฑ๐๐ฎ๐ป๐ฐ๐ฒ๐ฑ ๐ง๐ฒ๐ฐ๐ต๐ป๐ถ๐ฐ๐ฎ๐น ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐
โข Own escalated cases end-to-end: root cause, resolution, and customer confirmation
โข Investigate issues across conversational AI flows, voice integrations, REST APIs,
webhooks, and core banking connectors
โข Identify and categorize AI behavior gaps across hallucination, intent misclassification,
knowledge coverage, flow misconfiguration, and integration issues
โข Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
AI Agent Quality & Improvement
โข Analyze escalated AI conversations, categorize root causes with enough specificity for
ML/Product to act on, and close the feedback loop
โข Write, refine, and retire knowledge base articles to continuously raise AI resolution rates
Incident & Customer Management
โข Engage directly with customer technical and operational stakeholders via email and calls
โข Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in
Salesforce Service Cloud
โข Lead P1/P2 incident response: war room coordination, timestamped updates, parallel
stakeholder management across Engineering and customer teams
โข Write post-mortems suitable for customer leadership and compliance review: timeline,
root cause, impact, resolution, preventive actions
โข Maintain audit-ready case documentation in Salesforce Service Cloud throughout
Feedback & Process Improvement
โข File actionable bug reports Engineering can act on without follow-up
โข Surface recurring patterns as structured insights to Product and ML teams
โข Flag compliance-adjacent issues immediately: call recording, disclosure language,
member data
๐ช๐ต๐ฎ๐ ๐ฌ๐ผ๐'๐น๐น ๐๐ฟ๐ถ๐ป๐ด
Technical
โข 5+ years in technical or implementation support at a B2B SaaS company
โข REST API and webhook debugging: auth failures, integration traces, event-driven
architecture
โข Postgres/SQL: session data queries, usage patterns, data integrity validation across
integrated systems
โข Python scripting: diagnostic scripts, log parsing, lightweight internal tooling
โข Observability platforms: OpenSearch, Kibana, Grafana, Datadog or equivalent; queries,
dashboards, distributed traces
โข Voice channel familiarity: SIP, IVR routing, distinguishing ASR errors from AI model
errors
โข Salesforce Service Cloud or similar: case management, escalation tracking, audit-trail
documentation
Familiarity with Kubernetes: reading pod logs, understanding deployment states, and
navigating cluster context during incident investigation is a plus
๐๐ & ๐ง๐ผ๐ผ๐น๐ถ๐ป๐ด
โข Hands-on with AI agent creation and orchestration: configuring agents, chaining tools,
defining guardrails, debugging multi-step workflows
โข Proficient with Cursor and Claude Code for investigations, codebase exploration, and
scripting
โข Able to critically evaluate AI conversation transcripts across voice and digital channels
Communication & Agency
โข Clear written and verbal communication with both technical and non-technical
customer stakeholders
โข Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
โข High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
โข Highly self-directed: manages own queue, no supervision needed
Why Join Us
Remote-first ยท High ownership ยท AI innovation at the frontier of financial services ยท
Comprehensive benefits
๐๐ผ๐บ๐บ๐๐ป๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป & ๐๐ด๐ฒ๐ป๐ฐ๐
โข Clear written and verbal communication with both technical and non-technical
customer stakeholders
โข Precise, audit-ready documentation: every case record should be readable by someone
who wasn't in the conversation
โข High Agency: you drive issues to resolution independently, make judgment calls without
waiting to be told, and take full ownership of outcomes from intake to close
โข Highly self-directed: manages own queue, no supervision needed
๐ช๐ต๐ ๐๐ผ๐ถ๐ป ๐จ๐
Remote-first ยท High ownership ยท AI innovation at the frontier of financial services ยท
Comprehensive benefits