At a Glance
- Tasks: Lead AI Agent implementations and create scalable processes for impactful customer experiences.
- Company: Decagon, a leading conversational AI platform redefining customer interactions.
- Benefits: Medical benefits, generous time off, daily meals, and competitive salary.
- Other info: Fast-paced environment with opportunities to build new functions and drive efficiency.
- Why this job: Join a dynamic team to shape the future of customer service with innovative AI solutions.
- Qualifications: 4+ years in project management or technical roles, with experience in AI implementations.
The predicted salary is between 105000 - 140000 £ per year.
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry‑defining enterprises like Avis Budget Group, Block’s Cash App, Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world‑class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in‑office company, driven by a shared commitment to excellence and velocity. Our values – Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle – shape how we work and grow as a team.
About The Role
As part of Decagon’s founding Implementations Team, you will build and scale the function that delivers world‑class AI Agents for our customers. You will own the strategy and execution for implementing Decagon across complex enterprise environments, ensuring every deployment is smooth, impactful, and sets the foundation for long‑term customer success. You will design and own the implementation playbook, creating the frameworks, processes, and standards that make deployments repeatable and scalable as we grow. You will continuously improve how we deliver by leveraging AI tools, automation, and strong operational design to increase efficiency and reduce time to value. You will partner closely with customer teams to understand their workflows and goals, and work cross‑functionally with Sales, Product, and Engineering to translate those needs into successful implementations. You will guide complex rollouts, align stakeholders, and ensure every launch delivers measurable impact.
In this role, you will:
- Lead enterprise AI Agent implementations from kickoff through rollout, driving execution, adoption, and business outcomes.
- Design implementation strategies tailored to each customer’s goals and technical environment.
- Build and own the Implementation playbook, including the processes and standards that enable scalable, high‑quality deployments.
- Improve speed, quality, and consistency across implementations by identifying bottlenecks and introducing better systems, tooling, and automation.
- Partner cross‑functionally to scope requirements, configure solutions, and feed insights back into Product.
Your background looks something like this:
- 4+ years in implementations, consulting, onboarding, project management, or customer‑facing technical roles.
- Experience leading complex software or AI implementations with measurable results.
- Technical fluency with SaaS platforms, integrations, and APIs.
- Strong operational instincts with experience building scalable processes or playbooks.
- Clear communicator who can work effectively with both executives and operators.
- Highly organized and comfortable bringing structure to ambiguity in a fast‑paced environment.
Even better if you have:
- Experience deploying AI, automation, or customer service platforms.
- Familiarity with enterprise systems such as Zendesk or Salesforce.
- Experience building a new function or operating model from the ground up.
- Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains.
Benefits:
- Medical, dental, and vision benefits
- Generous time off, including 20 days statutory annual leave, 8 UK public holidays, and a company‑wide holiday break
- Daily lunches, dinners and snacks in the office to keep you at your best
Compensation Range: £105K - £140K
Agent Development Manager employer: Decagon
Decagon is an exceptional employer that fosters a dynamic and innovative work culture, where every team member is empowered to contribute to the future of customer experiences through cutting-edge AI technology. With a strong focus on employee growth, Decagon offers comprehensive benefits including generous time off, daily meals, and a collaborative environment that encourages creativity and operational excellence. Located in a vibrant office setting, employees have the unique opportunity to work alongside industry leaders and shape the implementation of transformative solutions for top-tier clients.
StudySmarter Expert Advice🤫
We think this is how you could land Agent Development Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Decagon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Decagon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Agent Development Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Decagon:Your cover letter is your chance to shine! Tell us why you want to work at Decagon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Decagon!
How to prepare for a job interview at Decagon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
