Who We Are:

At Integra, we are a team of relentless innovators driven by a passion to push boundaries, move fast, and redefine what’s possible in consumer goods. Headquartered in Dania Beach, Florida, with key operations in Ohio, we thrive on agility-pivoting with purpose, taking bold risks, and continuously raising the bar for modern product innovation.

We engineer cutting-edge digital platforms and scale high-performance products across online marketplaces, mobile, social, and retail channels. As the engine behind category-defining brands like L’ange and OFIR, Integra Beauty is actively paving the way for unlimited brand incubation. Every product we launch and every platform we build is rooted in an unwavering focus on the consumer experience and a drive for real, measurable results. We want to continue to grow our team of exceptional talent that is action-oriented, adapts effortlessly to shifting landscapes, and are ready to shape the future of modern consumer brands! 

About The Role:

You will own the performance of our AI customer service agent, built on Siena AI. Your core benchmark is resolution rate: the percentage of customer conversations the AI handles accurately and autonomously from start to finish without requiring human intervention. In this role, you will audit live customer interactions, identify failure patterns, and rapidly execute solutions- whether that means rewriting LLM prompts, clarifying internal business policies, or refining handoff boundaries.

The Ideal Candidate: 

• Strong writing skills. You’ve written product documentation, knowledge base articles, help articles, FAQs, or marketing copy.
• Prompt authoring experience. You know how to write prompts for LLMs, especially declarative constraints and conditional statements. You also understand, at least roughly, how these models behave and why they fail.
• CX platform experience. You’ve worked hands-on in Gladly, Zendesk, Gorgias, or similar.
• DTC e-commerce knowledge. You’re familiar with Shopify, orders, shipping and tracking, returns, product subscriptions, and similar systems.
• Risk judgment. You can tell a question the AI should answer from one that needs a human, and you err on the side of protecting the customer and the company.
• Collaboration. You communicate clearly with frontline agents and leadership, and you know when an issue is beyond your scope.

Duties and Responsibilities

Qualifications

Benefits

Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)