Support Content, AI Specialist

Pinpoint Applicant Tracking System

Support Content & AI Specialist building content for AI support at Pinpoint. Engage in customer support and enhance the help center with high-quality resources.

Posted 7/6/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

You've thrived in a complex product environment before. You've worked with a genuinely complex, fast-moving software product (ideally at a startup or scale up), and you know how to get up to speed fast, stay current as it changes, and hold your own on technical topics with both customers and the product team.
Exceptional writer. You break complex ideas into clear, concise, warm content that sounds human, not robotic.
A genuine service instinct. You care how a customer *feels*, not just whether the ticket's closed. This might come from support, customer success, or a great hospitality or concierge background.
Comfortable and fluent with AI tools. You reach for them naturally and know when *not* to. Bonus if you've trained or tuned an AI support agent (Fin, Zendesk AI) or done AI-enablement work.
Proactive, curious, and commercially-minded. Give you headroom, and you find the most useful thing to do with it rather than waiting to be told.
Bonus points: knowledge-base or help-centre ownership, HR tech or ATS experience, and hands-on Intercom.
Probably not for you if: you want a steady, predictable ticket queue and the immediate-answer rhythm of classic support; you prefer escalating everything to another team; or you see AI as a threat rather than the best tool you've got.

Benefits

Comp & perks

We want Pinpoint to be the **best place you’ve ever worked**—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get:
- **Comprehensive healthcare** – Excellent medical, dental, & vision coverage for you and your family
- **Unlimited holidays** – Take the time you need to rest and recharge
- **Mental health support** – Unlimited, immediate access to professional counseling via Spill
- **Retirement contributions** – 401k or pension contributions depending on your location
- **Remote-first** – Work where you’re most productive, with flexibility and trust as the default
- **Equity with real upside** – Share in the long-term value you help create
- **Fully paid parental leave** – Up to 16 weeks of paid leave for new parents
- **Learning budget** – Annual funds for courses, books, or anything that supports your growth
A detailed overview of our benefits can be found **here****.**

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Content CreationAI TrainingHelp Centre ManagementTechnical WritingData Analysis

Soft Skills

Customer EmpathyCuriosityCommercial MindsetAdaptabilityCollaboration