Join us in our mission

Technical Customer Support Representative

The Mission

X2 builds mental health chatbots, which are proven in many research studies to lower symptoms of anxiety and depression. We believe that combining these AI chatbots with traditional therapy, is the only way to get everyone the care they need - but right now, cannot afford. 

The Team

At X2 you get to work with a small but diverse team that includes senior engineers, researchers, psychologists. Employees at X2 share a passion to make a positive impact in the lives of the 19,000,000 people who have paid access to our service.

The Opportunity

Provide assistance and support to X2 staff, customers, and users. Process requests, respond to inquiries and complaints, and provide suggestions to improve the user experience across products and services. If you love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, then this position is for you!

In this role you will:

• Deliver superior support to clients with varying degrees of product knowledge and technical proficiency.
• Troubleshoot customer inquiries with care while gathering detailed information to evaluate reported symptoms.
• Identify and escalate priority issues; directing cases to appropriate teams within the right format via internal tools. such as Asana / Slack.
• Respond to calls, email and live chat inquiries in a fast-paced environment.
• Stay current with system information, changes, and updates
• Respond to internal team inquiries including providing general assistance with service and system functionality.
• Troubleshoot site issues, create bug reports, maintain a tracker of all outages and issues and communicate results to the team.
• Monitor chatbot responsiveness / performance on high priority accounts.
• Create knowledge base articles, standard responses and other customer-facing updates (i.e., API access documentation)
• Communicate trends based on user feedback and feature requests.
• Collaborate with external departments as necessary to troubleshoot issues and represent support related needs and improvements.
  

An ideal candidate has:

• Bachelor's degree/University degree or equivalent experience
• 1-3 years contact center or client relations experience
• Ability to educate and explain technical or process-heavy information to non-technical end-users
• Demonstrate best in class service while being the voice of the customer
• Managing high pressure interactions with frustrated clients
• Polished written and verbal communication skills
• We look for empowered out of the box thinkers who are able to solve day to day issues
• Team oriented and work well with others to get the right answers quickly
• Knowledge of various platforms (MacOS, iOS, Android, Windows Mobile / Desktop)
• Healthcare industry terms and process knowledge is a plus
• Chatbot / AI industry terms and process knowledge is a plus
• Experience using Salesforce CRM preferred
• Experience using Asana and Slack is a plus
• Bi-lingual (English / Spanish) is a plus
  

Benefits:

• Unlimited paid time off: as a mental health startup we help keep each other in check to use this policy, and prevent burn-out
• Choose an annual donation by our Foundation to help a population of your choice: www.x2ai.com/impact
• Health, dental, and vision insurance 
• Parental leave

Location: Remote

Employment type: Full-time

Interested? Send an e-mail to: angie@x2ai.com

Head of Engineering

The Mission

X2 builds mental health chatbots, which are proven in many research studies to lower symptoms of anxiety and depression. We believe that combining these AI chatbots with traditional therapy, is the only way to get everyone the care they need - but right now, cannot afford. 

The Team

At X2 you get to work with a small but diverse team that includes senior engineers, researchers, psychologists. Initially, you will work alongside Joey Trevino who built the foundation of online bank Chime ($5.8B valuation).

The engineering team at X2 comes from strong technical backgrounds, and share a passion to make a positive impact in the lives of the 19,000,000 people who have paid access to our service. In your role, you will have the opportunity to lead, mentor, and grow this team and have a huge impact in the early stages of a consumer product.

The Tech

Our codebase currently has very little technical debt, which allows for adding new features rapidly. We use Python on the back-end and React on the front-end. Our UI mainly consists of text chats on different communication channels and a content creation/training platform for psychologists.

Research is at the core of what we do. We have published 7 research papers, and have 13 more studies in the works. The engineering team’s work directly influences how much symptoms of our users are reduced, of which the results will get published.

The Opportunity

After closing our latest round of funding, we are now scaling up our user base. The engineering team is expected to double before the end of the year. We are looking for a hands-on Head of Engineering to lead the team. In this role, you will help direct architectural decisions, drive to an ambitious roadmap, make tradeoffs in balancing competing constraints. You directly start managing a few engineers, and coding yourself to get familiar with the code. You’ll start to attract and hire new talented engineers to build out your team, and get less involved with coding.

In this role you will:

• Work with other stakeholders to set the short and long term roadmap for NLP / NLU and AI at the company
• Lead your team to impacting high level company goals by facilitating the integration of AI/Automation solutions into the product.
• Coach and mentor team members from many different backgrounds to grow in both their technical and leadership skills
• Collaborate with engineers to review designs and advise on high-level and modeling decisions and approaches
• Grow the team and help shape processes and culture as the company grows
  

An ideal candidate has:

• Passion for making a positive impact on the lives of millions of people
• Experience in web-scale/consumer-facing organizations
• Broad knowledge of machine learning approaches in general (expertise in NLP, Deep Learning will be valued, not strictly necessary)
• Ability to work and thrive in a fast-paced, diverse and cross-disciplinary work environment that includes engineers with different backgrounds, psychologists, and UX researchers
• 2+ years of machine learning (NLP) management experience
  

Benefits:

• Unlimited paid time off: as a mental health startup we help keep each other in check to use this policy, and prevent burn-out
• Choose an annual donation by our Foundation to help a population of your choice: www.x2ai.com/impact
• Health, dental, and vision insurance 
• Parental leave

Location: Remote

Employment type: Full-time

Interested? Send an e-mail to: chantel@x2ai.com