Pinpoint Applicant Tracking System

Customer Support

• Own the knowledge that powers our AI. Write and continuously improve the help centre articles, snippets, and prompts Fin draws on, so customers get fast, accurate, human-sounding answers first time.
• Train and tune Fin. Review real conversations, spot where it gets things wrong, where content is missing, or where it's misread what a customer meant, and fix it at the source.
• Keep a human eye on quality. Spot-check the tickets Fin marks "resolved" and make sure what goes out is genuinely good, not just closed.
• Turn patterns into priorities. Use what you see across conversations to decide where your time has the most impact, then go and do it.
• Jump into support occasionally (15% of the time). Cover the complex or sensitive conversations, plus lunch, shift, and holiday cover, keeping your instincts and product knowledge sharp.
• Work with Product, Customer Success, and Support so content keeps pace with new features, integrations, and what customers actually need.
• Be the voice of the customer to Product. Turn what you see across hundreds of conversations into clear signals on pain points and content gaps, and feed them back so the product, and the surrounding content, keeps getting better.
• Grow into client specific content. As we scale, you'll tailor Fin's answers for our bigger customers based on how they've set the product up, so the help they get feels built for them.

Support Content, AI Specialist

Implementation Specialist

• Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
• Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
• Lead internal and external discovery to understand customer needs and design tailored implementation plans
• Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
• Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
• Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
• Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
• Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials

Implementation Manager

• - Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
• - Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
• - Lead internal and external discovery to understand customer needs and design tailored implementation plans
• - Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
• - Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
• - Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
• - Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
• - Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials
• **Tech stack:** Arrows, HubSpot, ClickUp, Slack, Intercom, Linear, Guru

Support Content, AI Specialist

Implementation Manager

Enterprise Implementation Manager