AI Support Operations Specialist

Zinc

AI Support Operations Specialist owning the acceleration of Zinc's customer experience strategy. Analyzing AI performance and facilitating improvements for better user support experience.

Posted 7/22/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £57,000 - £60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing conversation-level data and designing workflows to enhance AI performance and customer experience. Proficient in prompt design, documentation, and collaboration with cross-functional teams to drive improvements in key performance metrics.

Highest-signal resume keywords

AI/Chatbot Platforms ExperiencePrompt DesignWorkflow Automation ToolsCX Performance MetricsAnalytical Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPrompt TestingWorkflow DesignEscalation Logic DesignPerformance Metrics Improvement

Soft Skills

Customer-Centric MindsetStrong Written CommunicationAnalytical Thinking

Tools & Technologies

API ConnectorsDocumentation Tools

Industry Keywords

Customer SupportConversation DesignUX ResearchDeflection RatesAI CSAT

About the role

Key responsibilities & impact

Analyse conversation-level data to identify where our AI is underperforming
Write, test, and iterate prompts to improve resolution quality and deflection rates
Design and ship agentic workflows that let customers complete account-specific requests entirely through Fini, with no need to speak to a human team member
Design and document escalation trigger logic and response templates
Uphold and improve key performance metrics (deflection, AI CSAT) and surface insights to the team
Partner with our Knowledge Manager & AI Systems & Deflection Lead to close content and knowledge gaps
Own the set of checks that every prompt or logic change is run against, so improvements never come at the cost of what already works
Maintain clear documentation of prompt versions, logic changes, and performance outcomes
Work with our engineering team to scope, test, and ship them end-to-end

Requirements

What you’ll need

A customer-centric mindset- you think about the person on the other end of the conversation, not just the metric
Comfortable working with structured data
Comfortable with designing and testing workflows with the use of API’s/connectors.
Analytical approach- you're comfortable digging into data to find patterns, not just relying on anecdotal feedback
Your modus operandi is test, ship, check nothing got worse, improve again. You can prove it with real results
Strong written communication and documentation habits
Background in UX research or a UX-adjacent role
Prior experience with AI/chatbot platforms, prompt design, or workflow automation tools
Experience working with support or CX performance metrics (deflection, containment, CSAT, etc.)
Experience in a customer support, CX, or conversation design environment.

Benefits

Comp & perks

24 days holiday + Bank Holidays + your birthday off 🎉
£1200 annual benefits allowance (ThanksBen, from month 2)
Early finish Fridays (16:00)
Yearly company retreat abroad ✈️
30 days to Work from anywhere 🌍
Enhanced Maternity, Paternity, and Adoption Leave (13 weeks full pay, 17 weeks half pay, then SMP for maternity, 1 month full pay for paternity/adoption) 🐣
Statutory pension with NEST (3% employer, 5% employee)
Zinc shares, issued through the EMI Scheme
Unlimited access to Spill Therapy
Company socials, quarterly team socials Free Monday lunches
Nursery workplace benefit scheme (Yellownest)
Option to lease an electric car through Electric Car Scheme
Celebrated Zinc anniversaries 🥳