Decagon AI, Inc.
Customer Experience Operations, Quality Assurance
Decagon AI, Inc., San Francisco, California, United States, 94199
About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.
All potential candidates should read through the following details of this job with care before making an application. Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We\u2019ve raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo. We\u2019re an in-office company, driven by a shared commitment to excellence and velocity. Our valuescustomers are everything, relentless momentum, winner\u2019s mindset, and stronger togethermshape how we work and grow as a team. About the Team Over the past few years, development of LLMs has evolved at a rapid pace. It\u2019s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle. The Agent Product Management team drives this journey as Decagon\u2019s in-house experts on building, deploying, and scaling AI agents. Agent PMs work directly with customers to bring their AI agents to life, and then grow each Agent into a core part of each company\u2019s businesses. The QA team partners with our Agent PMs and customers to define the future of customer service agent evaluation for both Decagon and the world\u2019s most influential businesses. About the Role We are seeking an experienced Quality Assurance (QA) Lead to establish and scale our QA function for AI-powered customer service agents. In the near term, this role will be hands-onreviewing conversations between our AI agents and real customers, documenting issues, and delivering clear, actionable feedback. Over time, the QA Lead will define best practices, implement scalable processes, and build a sustainable QA framework and team to ensure long-term quality and consistency. In this role, you will
Review conversations (voice transcripts and chat interactions) to ensure quality, empathy, and process adherence
Make outbound QA calls to evaluate live agent performance and identify improvement opportunities
Collaborate with agent product teams to validate findings, test fixes, and recommend improvements
Maintain and refine a backlog of outstanding QA tasks and issues
Establish, document, and maintain QA best practices, templates, and rubrics for consistent evaluation
Define and track QA performance metrics to measure progress over time
Build and eventually lead a team to scale QA capacity as the business grows
Your background looks something like this This role does not require a technical background, rather an understanding of and passion for customer service, operations, and digital product. Proven QA experience
Demonstrated ability to both execute QA directly and design scalable QA processes
Strong attention to detail and a high bar for quality
Excellent written communication skills, with the ability to deliver pointed, actionable feedback
Ability to work independently in a fast-paced, distributed team environment
Comfortable working across multiple time zones, with primary availability during US Pacific time business hours
Even better
Familiarity with customer service products, AI agents, or conversational platforms
Knowledge of AI conversation quality metrics and evaluation frameworks
Experience leading QA for enterprise-grade AI agents, customer service software, or customer support operations
Experience growing and managing a QA team
Benefits
Medical, dental, and vision benefits
Take what you need vacation policy
Daily lunches, dinners and snacks in the office to keep you at your best
Compensation $120K $140K + Offers Equity
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All potential candidates should read through the following details of this job with care before making an application. Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We\u2019ve raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo. We\u2019re an in-office company, driven by a shared commitment to excellence and velocity. Our valuescustomers are everything, relentless momentum, winner\u2019s mindset, and stronger togethermshape how we work and grow as a team. About the Team Over the past few years, development of LLMs has evolved at a rapid pace. It\u2019s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle. The Agent Product Management team drives this journey as Decagon\u2019s in-house experts on building, deploying, and scaling AI agents. Agent PMs work directly with customers to bring their AI agents to life, and then grow each Agent into a core part of each company\u2019s businesses. The QA team partners with our Agent PMs and customers to define the future of customer service agent evaluation for both Decagon and the world\u2019s most influential businesses. About the Role We are seeking an experienced Quality Assurance (QA) Lead to establish and scale our QA function for AI-powered customer service agents. In the near term, this role will be hands-onreviewing conversations between our AI agents and real customers, documenting issues, and delivering clear, actionable feedback. Over time, the QA Lead will define best practices, implement scalable processes, and build a sustainable QA framework and team to ensure long-term quality and consistency. In this role, you will
Review conversations (voice transcripts and chat interactions) to ensure quality, empathy, and process adherence
Make outbound QA calls to evaluate live agent performance and identify improvement opportunities
Collaborate with agent product teams to validate findings, test fixes, and recommend improvements
Maintain and refine a backlog of outstanding QA tasks and issues
Establish, document, and maintain QA best practices, templates, and rubrics for consistent evaluation
Define and track QA performance metrics to measure progress over time
Build and eventually lead a team to scale QA capacity as the business grows
Your background looks something like this This role does not require a technical background, rather an understanding of and passion for customer service, operations, and digital product. Proven QA experience
Demonstrated ability to both execute QA directly and design scalable QA processes
Strong attention to detail and a high bar for quality
Excellent written communication skills, with the ability to deliver pointed, actionable feedback
Ability to work independently in a fast-paced, distributed team environment
Comfortable working across multiple time zones, with primary availability during US Pacific time business hours
Even better
Familiarity with customer service products, AI agents, or conversational platforms
Knowledge of AI conversation quality metrics and evaluation frameworks
Experience leading QA for enterprise-grade AI agents, customer service software, or customer support operations
Experience growing and managing a QA team
Benefits
Medical, dental, and vision benefits
Take what you need vacation policy
Daily lunches, dinners and snacks in the office to keep you at your best
Compensation $120K $140K + Offers Equity
#J-18808-Ljbffr