Strong writing skills in plain English for busy readers.
Experience in maintaining standards across high-volume interactions.
Ability to analyze and synthesize patterns from large sets of transcripts.
Comfortable adapting guidelines to rapidly changing products.
Degree in literature, philosophy, or humanities from a reputable institution.
Responsibilities
Write and maintain the agent's voice and behavioral guidelines.
Analyze real transcripts weekly to inform engineering improvements.
Define the criteria for successful interactions and oversee evaluations.
Rewrite subpar agent responses to create a library of exemplary answers.
Determine when the agent should escalate issues to human support.
Benefits
Flexible work environment with a focus on employee well-being.
Opportunity to shape the voice of an innovative AI agent.
Collaborative team culture with engineers and cross-functional partners.
Exposure to cutting-edge technology in AI and IT service management.
Full Job Description
About the role
STLabs is hiring someone to own how our agent comes across to the people it helps. The agent resolves IT and HR requests in Slack and email for employees who are often stuck or irritated; whether it feels competent, calm and helpful in those moments is the job. You own the agent's voice and the standard for a good interaction. Engineers build the models, prompts and evaluation tooling; you decide what they aim at and show them, with examples, when they miss.
What you will do
Write and maintain the agent's voice and behavioral guidelines: how it explains, asks, admits uncertainty, declines, escalates and closes a loop.
Read real transcripts every week and turn what you find into precise, example-backed asks for engineering.
Own the rubric for what a good interaction is; engineers run the evals, you define what passes.
Rewrite the agent's worst answers into the ones it should have given, and build the exemplar library the team learns from.
Decide handoff behavior: when the agent acts, asks, or stops and routes to a human.
Requirements
An ear. You notice when something is technically correct but lands badly, and you can say why.
Unusually good plain-English writing for readers who are busy and not in a good mood. Most of the output is written guidance and rewrites.
You have held other people to a standard across a high volume of real interactions: ran a desk, edited a team, trained staff, or graded conversations against a rubric.
You can read thousands of transcripts, keep the patterns in your head, and turn a pile of cases into a rule that is specific and hard to game.
Comfortable with a product that changes weekly. Your guidelines ship Friday and we find out what breaks.
We are not hiring from the usual AI/ Tech pool. We welcome candidates from hospitality, patient experience, editorial, teaching, support quality, and help-desk leadership. A degree in literature, philosophy or the humanities from a top school is required; beyond that, we care about evidence you have held others to a standard, not further credentials. ITSM or AI experience is useful and not required.
The reasonably estimated yearly salary for this role at is: $100,000-170,000 USD
About Runway
Runway is a fashion brand that specializes in women's clothing and accessories. The company offers a range of products, including dresses, tops, skirts, and handbags, that are designed to be both stylish and affordable. Runway's products are sold online and in select retail stores across the United States. The company was founded in 2015 and is based in New York, New York.
