Trusting Social is an AI Fintech pioneer that's revolutionizing credit access in emerging markets. Our mission is "Advancing AI to Meet the Financial Needs of Everyday Consumers with Empathy." We've assessed over 1 billion consumers across four countries, and we're on a mission to provide 100 million credit lines using the power of AI and Big Data.

We are hiring a Conversation Design & Telesales Performance Specialist to improve outcomes of an AI-powered outbound calling product by optimizing AI conversation scripts/flows and improving the effectiveness of human telesales agents who handle complex or escalated cases.

This role owns the messaging and conversation quality layer—turning performance data and call reviews into script iterations, structured tests, and enablement actions that improve contact rate, conversion, and call quality.

Why It Matters

In an AI-led sales motion, the conversation is the product—and Sophia is setting a new standard for what GenAI can deliver in banking services. Small changes in scripting, flow design, and handoff execution can materially shift conversion, customer trust, and compliance outcomes at scale.

This role is where creativity meets rigor: you’ll craft and evolve the messages customers actually hear, run experiments in an environment designed to support growth and try new things, and directly shape how a category-defining GenAI agent performs in the real world.

What You'll Do

1. Scripting & Conversation Design (Core Skill)

• Write, edit, and maintain high-performing AI call scripts (openers, qualification, value proposition, objection handling, closing/CTA).
• Convert business rules and compliance requirements into clear, customer-friendly language (mandatory disclosures, consent wording, DNC handling, edge cases).
• Design structured conversation flows (intents, decision paths, fallback handling) to reduce confusion and drop-offs.
• Produce script variants for testing (tone, length, ordering, offer framing) and maintain a clear versioning/changelog.

2. Monitoring & Quality Analysis

• Review call logs and recordings to evaluate conversation quality and effectiveness.
• Identify recurring issues in content, logic, or flow; document findings and coordinate fixes with technical teams.
• Track script-related issues end-to-end until resolution and confirm impact post-change.

3. Testing & Iteration

• Support A/B tests, pilots, and controlled rollouts for script/flow updates.
• Monitor performance metrics and translate results into the next iteration plan.

4. Human Telesales Performance (Complex / Escalated Cases)

• Monitor productivity and performance of telesales agents handling escalations/complex cases.
• Track KPIs such as productivity, conversion, and call quality; identify gaps and propose improvement actions.

5. Enablement & Coordination

• Support onboarding and enablement for telesales agents (playbooks, talk tracks, do/don’t guidance, QA feedback loops).
• Collaborate with Product, Data, Engineering, and Sales Ops to maintain operational quality and alignment.

What We're Looking For

• 2–5 years in sales, customer experience, performance roles, call center/telesales environments, or similar.
• Demonstrated sales scripting / copywriting ability (concise, persuasive, structured messaging).
• Strong analytical skills to interpret call data, QA insights, and performance metrics and turn them into script actions.
• Strong ownership mindset, problem-solving ability, and clear communication skills.
• Comfortable working cross-functionally with Product/Data/Engineering/Operations.
• Strong attention to detail and disciplined execution (versioning, rollout control, QA).

Preferred Qualifications

• Experience with conversational AI systems (dialog flows, intent design, fallback handling) or script tooling for AI agents.
• Experience running messaging experiments (A/B testing, holdouts, pre/post measurement).
• Background in fintech/banking or regulated industries.