AI Support Operations Specialist

Stack

Responsibilities

• ▹Configure, test and fine-tune Zendesk AI tools (Answer Bot, Generative Replies, Intelligent Triage) to improve resolution times, routing and agent performance
• ▹Partner with Support and Product teams to design AI-enhanced workflows that reduce friction and elevate the human touch
• ▹Curate and maintain high-impact macros, workflows and knowledge base content that enable effective AI responses
• ▹Analyse AI performance, including deflection, CSAT and accuracy, and translate insights into continuous improvements
• ▹Act as the connector between CX Ops, IT and AI/data teams, ensuring AI tools support both user needs and technical integrity
• ▹Champion ethical, transparent and responsible use of AI across all configurations and interactions
• ▹Empower teams by training them to work confidently and effectively with AI-powered tools

Requirements

• ▹2-4 years of experience in customer support, technical operations, or AI tooling, preferably within a Zendesk-powered environment
• ▹Hands-on knowledge of Zendesk AI features such as Answer Bot, Agent Assist and Intelligent Triage in real-world support teams
• ▹Solid understanding of support workflows, macros, triggers and automation within Zendesk
• ▹Confidence working with data dashboards and translating metrics into action
• ▹Strong communicator with the ability to bridge technical tools and human teams
• ▹A curious mindset with a bias for continuous learning and experimentation

Nice to have

• ▹Experience with AI-enabled CX platforms such as Ada, Forethought, Intercom AI
• ▹Familiarity with prompt engineering or NLP concepts
• ▹Experience managing or contributing to help centres or knowledge base tools such as Zendesk Guide, Notion, Confluence
• ▹Exposure to high-growth, fast-paced customer support environments

Soft skills

What we offer

• ▹Growth through experimenting with cutting-edge tools, in an environment that treats mistakes as part of the learning process
• ▹Ego-free, cross-functional collaboration where everyone's voice matters
• ▹Ownership and accountability for driving improvements
• ▹Flexible work styles and meaningful recognition