Job description
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
At Ada, we believe that as businesses scale, customer service should feel more personal—not less. Our AI-native platform helps companies automate high-quality conversations across every channel, turning support into a driver of growth.
We’re looking for a Senior Product Designer to join the Performance Team—the stewards of Ada’s reasoning engine. This is the system that determines how Ada problem solves, responds, and continuously improves. It is not a single feature or model—it’s the intelligence behind every interaction. In this role, you’ll design the frameworks and experiences that make Ada’s reasoning not only effective, but observable, improvable, and deeply human-centered.
You’ll think beyond pixels—mapping how systems behave, how confidence is conveyed, how AI learns from real interactions, and how trust is built over time. Your work will shape both how our AI operates and how people experience that intelligence, across every modality and moment.
What You’ll Get To Do
- Design Ada’s thinking patterns – Work on the systems that govern decision-making and resolution across conversations, ensuring Ada delivers high-quality support that feels intuitive and complete.
- Architect feedback loops – Build mechanisms that allow Ada to learn from user signals, agent input, and conversation outcomes—improving over time across modalities like chat, voice, and email.
- Surface meaningful performance signals – Help users understand why Ada made a choice, how well it worked, and what’s improving—without overwhelming them with data or internals.
- Partner across teams – Collaborate with the designers, PMs, engineers, and ML scientists working on Ada’s different surfaces to ensure improvements to the reasoning engine are cohesive, consistent, and multi-channel (voice, chat, email) by default.
- Bring abstract systems to life – Translate fuzzy problems into structured experience flows, conceptual models, and polished interactions—always grounded in user understanding and system behavior.
About You
- 5+ years of product design experience, including shipping complex or systems-level work in a product environment.
- A systems thinker with a strong interaction design foundation– You’re excited by the challenge of designing how something works, not just how it looks.
- Comfortable with ambiguity and complexity – You know how to break down abstract problems, explore multiple paths, and make thoughtful tradeoffs.
- Deeply user-centered– You advocate for clarity, trust, and empowerment in how users interact with intelligent systems—even when things go wrong.
- Fluent collaborator – You thrive in highly cross-functional settings, and you’re skilled at bringing together ML scientists, engineers, and modality teams to shape cohesive experiences.
Bonus points if you have
- Experience designing for AI/ML-powered systems or reasoning-based experiences
- Exposure to conversational interfaces or multi-modal interaction design
- A background in interaction design, cognitive systems, or service design
- A thoughtful perspective on how people and AI can collaborate to solve complex problems
We’re a team of curious, focused builders who care about the deep why and always finding ways to improve. If this role excites you—even if your experience doesn’t line up exactly with every requirement—we’d still love to hear from you.
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $135,000 to $160,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.-NS1
Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
Perks
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
