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.
Apply customer-facing empathy to ensure stories reflect real-world use cases.
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.
All
applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check.
As part of the I-9 verification of authorization to work in the US, Locality Media LLC participates in E-Verify.
Physical Demands and Work Environment
This role is fully remote with minimal travel expectations at this time.
Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com.
Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.
If you are a resident of a state with wage transparency laws, please reach out to
people@firstdue.com
for a reasonable estimate of annual base compensation and any eligible incentive compensation
.
The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.
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.
When you apply for a role at Locality Media, LLC dba First Due, we will collect some personal data, including information from your application, resume, or LinkedIn profile. This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally.Please review our candidate privacy notice here.
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.
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