Ai Customer Experience Associate

**Job Information**:
Department Name

**Product and Technology**

Date Opened

**08/29/2025**

Job Type

**Full time**

Industry

**Technology**

Work Experience

**5+ years**

**Remote Job**

This is a remote position.

**AI Customer Experience Associate**

Location: North America / Remote

We’re searching for a motivated, curious team member to support the implementation and optimization of AI tools, solutions, and systems across the First Due customer journey.

**Key Responsibilities**

As an AI Customer Experience Associate, you will:

- Gather AI use case requirements from internal teams and external First Due clients, translating them into clear user stories with acceptance criteria.
- Map workflows and processes, highlighting pain points and opportunities for improvement.
- Collaborate with Engineering, Product and Professional Services to ensure requirements are testable and actionable.
- Partner with Sales, Marketing, Support and Client Success to promote and implement AI solutions with current and prospective customers
- Use Claude/ChatGPT to brainstorm and refine scenarios, workflows, and test cases
- Conduct competitive benchmarking and market research to stay informed on industry standards.
- Help track success metrics and assist in analyzing results after go-live

**Qualifications and Experience**
- 1-2 years of professional experience in any business, operations, customer service, or technology-related role; background in SaaS or public safety is a plus but not required.
- Strong skills in documenting workflows, user stories, and acceptance criteria.
- Comfortable using AI platforms (Claude/ChatGPT) to test and refine ideas.
- Familiarity with project or task management tools (e.g., Jira, Trello, Asana) is helpful, but not required.
- Interest in learning how technology products are developed and improved in a collaborative environment.
- Ability to work independently in a collaborative, remote team environment.
- Excellent written and verbal communication skills
- Highly detail oriented and skilled in managing multiple responsibilities
- Motivated and proactive in creating and improving processes and workflows
- Strong analytical and critical thinking skills
- Relevant Bachelor’s Degree

We welcome a diverse workforce If you don’t fit all the qualifications for the job listed above but feel you bring unique experience and perspective that would serve this role and First Due well, we encourage you to apply.

**Physical Demands and Work Environment**

**Working at First Due**

**About First Due**

First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.
- Locality Media LLC dba First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class._ We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated._- First Due is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.