AI Support Operations Specialist

📋 Description

• Configure, test, and fine-tune Zendesk AI tools (Answer Bot, Generative Replies, Intelligent
• Partner with Support and Product teams to design AI-enhanced workflows that reduce friction and
• Curate and maintain high-impact macros, workflows, and knowledge base content that enable effective
• Analyse AI performance (deflection, CSAT, accuracy) and translate insights into continuous
• Act as the go-to connector between CX Ops, IT, and AI/data teams — ensuring AI tools support both
• Champion ethical, transparent, and responsible use of AI across all configurations and interactions

🎯 Requirements

• 2–4 years of experience in customer support, technical operations, or AI tooling — preferably
• Hands-on knowledge of Zendesk AI features (e.g., Answer Bot, Agent Assist, Intelligent Triage) and
• 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

🎁 Benefits

• Growth and Continuous Learning — experiment with cutting-edge tools in a curious, iterative
• Ego-Free Collaboration — cross-functional, supportive, and inclusive culture
• Ownership and Accountability — space to lead and shape how AI supports people and customers
• Purpose, Impact, and Flexible Work Styles — meaningful recognition and the freedom to thrive