Field Customer Success Associate

About the Role

ConverseNow.AI is seeking an energetic, people-first Field Customer Success Associate to represent the company at restaurant locations where its Conversational AI technology is deployed in the drive-thru. This role involves regular travel to support restaurant operations, build relationships with store staff, and gather feedback on the voice assistant's performance. When not traveling, you will work from the Austin office, contributing field insights to the engineering and product teams. This is a non-technical, guest-facing role suited for individuals who enjoy interacting with people, observing customer experiences, and translating observations into actionable insights.

Growth Path

This position serves as a foundation for a career in analytics. The ideal candidate will grow into a Voice AI Analyst, focusing on detailed analysis of voicebot calls to understand conversation success and failure, and analyzing performance data to identify trends and inform improvements. Over time, responsibilities will expand to include data-driven performance reviews with restaurant customers, from franchisees to brand leadership.

Key Responsibilities

• Travel to live drive-thru locations across multiple cities to support deployments and build strong relationships with store managers and crew.
• Collect crew and manager feedback on the voice assistant and compile it into clear, actionable reports for the product and engineering teams.
• Review and analyze drive-thru call recordings and transcripts from both the guest experience and voice assistant interaction perspectives.
• Identify recurring issues (e.g., missed items, confusing prompts, slow orders, escalations) and report them with specific examples.
• Organize call data into simple performance summaries and scorecards for each store.
• Analyze performance data (by store, daypart, menu item, or issue type) to identify trends and prepare materials for customer reviews.
• Present performance results to store teams in an approachable manner, reinforcing best practices.
• Serve as a positive, on-site point of contact during new store launches and pilot rollouts.
• Collaborate with the engineering team at the Austin office to review field findings, test fixes, and prepare for store visits.

Requirements & Tech Stack

• Excellent communication skills and comfort initiating conversations in a busy restaurant environment.
• Outgoing, friendly, and guest-focused with a keen interest in positive customer experiences.
• Strong attention to detail, capable of analyzing calls to pinpoint successes and failures.
• Proficiency with data handling in Google Sheets or Excel (sorting, filtering, basic charts, and summaries).
• Curiosity about data and a desire to develop into an analyst role, enjoying pattern recognition and data interpretation.
• Organized and self-directed, able to independently manage a schedule of store visits.
• Willingness and ability to travel frequently, often overnight, to restaurant locations nationwide.
• Based in Austin, TX, with the ability to work from the Austin office when not traveling.
• Flexible availability, including potential early mornings, evenings, or weekends, as dictated by store needs.

Bonus Points

• Experience in restaurant, quick-service (QSR), or hospitality, particularly in drive-thru operations.
• Background in customer success, field support, retail operations, or account management.
• Interest in AI or voice technology.
• Bilingual English/Spanish.