Product Specialist, Concierge

What you'll do

• Monitor AI concierge conversation quality daily across all product verticals and communication channels.
• Diagnose technical failures in prompts, knowledge bases, or tool outputs to identify root causes.
• Implement and validate fixes by editing YAML files, markdown content, and replaying real conversations.
• Review pull requests as a code owner for both bot-authored and cross-functional team contributions.
• Advise internal teams on how to manage their specific concierge surfaces and feature implementations.
• Build automations to convert recurring manual tasks into scalable systems.
• Perform cross-channel QA testing in staging environments before deploying updates to production.
• Provision technical assets like phone numbers, email addresses, and DNS for new merchants.

What we're looking for

• Approximately relevant experience or with a proven technical background.
• Experience working with LLM-powered products, prompting, or conversational AI.
• Technical appetite to operate git with AI tooling, review PRs, and edit YAML and markdown files.
• Strong diagnostic instincts to trace problems across multiple systems to find root causes.
• Exceptional written and verbal communication skills for cross-functional collaboration.
• Ability to manage a daily operating loop independently and prioritize tasks by frequency and impact.
• Experience building automations or agent workflows (preferred).
• Experience in fintech, rewards, loyalty, startups, or QA/test-plan writing (preferred).