AI Support Operations Specialist

About the role

As an AI Support Operations Specialist you will sit at the crossroads of customer care, intelligent automation, and operational excellence. You will configure and optimise Zendesk AI tools to make support faster, smarter, and more human‑focused.

Key responsibilities

• Configure, test, and fine‑tune Zendesk AI features such as Answer Bot, Generative Replies, and Intelligent Triage.
• Partner with Support and Product teams to design AI‑enhanced workflows that reduce friction.
• Curate and maintain macros, workflows, and knowledge‑base content that enable effective AI responses.
• Analyse AI performance metrics (deflection, CSAT, accuracy) and translate insights into continuous improvements.
• Act as the liaison between CX Ops, IT, and AI/data teams to ensure technical integrity and user needs.
• Champion ethical, transparent, and responsible AI usage across all configurations.
• Train and empower teams to work confidently with AI‑powered tools.

Required profile

• 2–4 years of experience in customer support, technical operations, or AI tooling.
• Hands‑on knowledge of Zendesk AI features and real‑world support applications.
• Solid understanding of support workflows, macros, triggers, and automation within Zendesk.
• Confidence working with data dashboards and turning metrics into action.
• Strong communication skills to bridge technical tools and human teams.
• Curious mindset with a bias for continuous learning and experimentation.

Required skills

• Zendesk AI (Answer Bot, Agent Assist, Intelligent Triage)
• Zendesk macros, triggers, and automation
• Data dashboard analysis
• AI‑enabled CX platforms (Ada, Forethought, Intercom AI)
• Prompt engineering or NLP concepts
• Knowledge‑base tools (Zendesk Guide, Notion, Confluence)

What we offer

• Growth & continuous learning with cutting‑edge AI tools.
• Ego‑free collaboration across cross‑functional teams.
• Ownership & accountability to drive impact.