AI Support Operations Specialist

The Role As our AI Support Operations Specialist, you'll sit at the intersection of customer care, intelligent automation, and operational excellence. Your mission? To help us scale world-class support by making Zendesk AI work smarter, faster, and more human. You'll configure and optimise AI features like Answer Bot, Intelligent Triage, and Agent Assist ensuring they're accurate, ethical, and always enhancing the customer and agent experience. This role is perfect for someone who gets how AI works — and why people matter more than ever. You'll turn insight into action, translating metrics into meaningful improvements and bridging the gap between CX, IT, and data teams. What You'll Be Doing Configure, test, and fine-tune Zendesk AI tools (Answer Bot, Generative Replies, Intelligent Triage) to improve resolution times, routing, and agent performance Partner with Support and Product teams to design AI-enhanced workflows that reduce friction and elevate the human touch Curate and maintain high-impact macros, workflows, and knowledge base content that enable effective AI responses Analyse AI performance (deflection, CSAT, accuracy) and translate insights into continuous improvements Act as the go-to connector between CX Ops, IT, and AI/data teams — ensuring AI tools support both user needs and technical integrity Champion ethical, transparent, and responsible use of AI across all configurations and interactions Empower teams by training them to work confidently and effectively with AI-powered tools What You'll Bring Must-Haves 2–4 years of experience in customer support, technical operations, or AI tooling — preferably within a Zendesk-powered environment Hands-on knowledge of Zendesk AI features (e.g., Answer Bot, Agent Assist, Intelligent Triage) and their application in real-world support teams 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 Nice-to-Haves Experience with AI-enabled CX platforms like Ada, Forethought, Intercom AI, etc. Familiarity with prompt engineering or NLP concepts Experience managing or contributing to help centres or knowledge base tools (e.g., Zendesk Guide, Notion, Confluence) Exposure to high-growth, fast-paced customer support environments Why You'll Love It Here Growth & Continuous Learning — You'll learn by doing — experimenting with cutting-edge tools in an environment that values curiosity and iteration. Mistakes are part of the process; learning is the outcome. Ego-Free Collaboration — You'll work cross-functionally with smart, humble people who care more about solving problems than who gets the credit. Everyone's voice matters. Ownership & Accountability — We trust you to own your impact. You'll have space to take the lead, drive improvements, and shape how AI supports our people and customers. Purpose & Impact — Every workflow you improve, every bot you train — it all adds up to a better experience for our customers and more empowered days for our agents. Flexibility & Rewards — We support flexible work styles and believe in meaningful recognition. We value output over hours — and give you the freedom to thrive both in and out of work.