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.

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've 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’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Role

We are seeking a systems-minded engineer to design, prototype, and build the internal tooling, data infrastructure, and automated workflows that ensure User Operations remains seamlessly aligned with Product and Engineering, even as our product surface rapidly expands. This is a technical IC role focused on designing and shipping robust, scalable software—not managing projects or creating slide decks.
You'll create systems that power feedback loops, automate workflows, connect APIs, and deliver actionable insights, enabling our teams to move at the same pace as our innovative product organization.

This role is based in San Francisco, California.

In this role, you will:

Coordinate product launches across internal User Operations teams and external partners to guarantee seamless execution and support readiness.
Architect launch‑readiness systems that streamline formerly manual processes, replacing ad‑hoc docs and meetings with automated workflows, dashboards, and alerting to build for scale.
Develop and implement scalable feedback loops between support, product, and engineering so customer insights are continuously integrated into product strategy.
Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.
Collaborate cross‑functionally with Product, Engineering, Marketing, Legal, and Operations to align on launch goals, timelines, and readiness metrics.
Identify risks and challenges during rollouts, proposing solutions that safeguard customer experience and service levels.
Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM‑powered flows.

You might thrive in this role if you:

Have 4+ years experience in project launch coordination, especially within a customer support environment (internal and/or external).

Write production-grade code in Python, SQL, or similar languages.
Enjoy developing internal tools, workflow engines, and lightweight platforms.
Understand and operationalize GTM workflows through thoughtful systems design.
Are comfortable navigating ambiguity and collaborating cross-functionally.
Prioritize exceptional user experiences for internal systems just as highly as customer-facing products.

Decagon

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