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- Tasks: Support and optimise AI systems, ensuring high performance and reliability for our partners.
- Company: Join Crescendo, a leader in AI-driven customer experience solutions.
- Benefits: Enjoy remote work, competitive salary, generous time off, and great health benefits.
- Why this job: Be at the forefront of AI technology and make a real impact on customer experiences.
- Qualifications: 3+ years in SaaS support, strong problem-solving skills, and familiarity with platforms like Zendesk.
- Other info: Work in a people-first culture that values diversity and growth.
The predicted salary is between 40000 - 50000 £ per year.
Location: UK
Work Arrangement: Remote
Type of Support: Phone, Email, Chat
Contract Duration: Full-Time, Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately
About Crescendo
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
The Role
Crescendo is hiring an AI Platform Support Specialist to own the reliability and continuous optimization of our customer-facing AI systems that support Crescendo’s partners. This role sits at the center of Crescendo’s AI operations. You will act as the control layer between production AI systems, partner environments, and internal teams, managing escalations, diagnosing platform and integration issues, and implementing optimization opportunities identified by Crescendo’s AI Quality, Operations, and partner teams. Over time, this role will evolve into owning a portfolio of partner AI assistants, with accountability for ongoing performance, reliability, and continuous improvement across assigned partner environments. You will work across live production environments to ensure Crescendo’s AI platform is stable, accurate, and continuously improving at scale. This is not a traditional support role. You will be responsible for diagnosing systemic AI and platform issues, coordinating resolution with Product and Engineering teams, and introducing safeguards that protect partner customer experience as the platform evolves. In this role, you will collaborate closely with Product, Engineering, Operations, and Partner teams to ensure Crescendo’s AI systems remain accurate, stable, and trustworthy at scale.
What You’ll Do
- Own AI Reliability, Optimisation and Health – Monitor production AI systems and partner environments to ensure stable, high quality performance
- Act as the first response layer for CX impacting AI incidents and escalations
- Own triage, investigation, and resolution of AI escalations
- Perform root cause analysis across AI configuration, workflows, routing logic, and platform behavior
- Diagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service Cloud
- Improve AI accuracy and consistency through behaviour tuning and configuration updates
- Implement optimisation opportunities identified by Crescendo’s AI Quality, Operations, and Partner teams
- Review, validate, and implement optimisation initiatives related to AI behaviour, routing, workflows, and integrations
- Introduce safeguards and validation steps to prevent recurring failures and improve long term reliability
- Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices
- Identify patterns in AI failure modes and drive long term reliability improvements
Act as the Escalation Interface Layer
- Translate CX impacting AI issues into clear engineering and product work
- Provide detailed documentation, root cause summaries, and remediation recommendations
- Partner with Product and Engineering to resolve systemic platform issues
Steward Partner AI Performance
- Manage a portfolio of partner AI assistants over time, maintaining accountability for performance, stability, and continuous improvement
- Identify optimisation opportunities specific to partner environments and drive improvement initiatives
- Support long term partner success through proactive AI performance stewardship
Shape the Evolution of AI Support
- Contribute directly to the evolution of Crescendo’s AI Support platform and operating model
- Identify recurring issues and improvement opportunities that inform roadmap direction
- Influence safeguards, validation frameworks, and escalation models as the platform scales
What We Expect From You
- Three or more years of experience supporting production SaaS platforms or technical systems
- Experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud, including workflows, routing logic, and integrations
- Demonstrated ability to partner closely with Product and Engineering teams
- Strong analytical and problem-solving abilities
- High ownership mentality and comfort operating in ambiguity
- Zendesk Admin certification or equivalent platform administration experience is desirable
What You’ll Get In Return
- Remote working arrangements
- Competitive base salary
- Generous paid time off
- Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
- Training and professional development opportunities
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- A front-row seat to one of the fastest SaaS growth stories of the decade
- The chance to say: “I was there from the start.”
Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.
- Care for others: Empathy is a key driver. When people thrive, so does the mission
- Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward
- Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next
- Take ownership: Bold choices with integrity at the core—that’s how impact lasts
- Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning
Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact us.
AI Platform Support Specialist in London employer: Crescendo
Contact Detail:
Crescendo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI Platform Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Crescendo's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral—definitely a foot in the door!
✨Tip Number 3
Prepare for the interview by practising common questions related to AI support roles. Think about how your experience aligns with the job description and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace AI Platform Support Specialist in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the AI Platform Support Specialist role. Highlight your experience with SaaS platforms and any relevant technical skills that match what we're looking for.
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've diagnosed and resolved technical issues in the past. We love seeing candidates who can think critically and take ownership of challenges!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Crescendo
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI systems and platforms. Understand how they work, especially in relation to customer experience. Be ready to discuss specific examples of how you've diagnosed or optimised AI performance in the past.
✨Show Off Your Problem-Solving Skills
Prepare to share instances where you've tackled complex issues, particularly in SaaS environments. Think about how you approached root cause analysis and what steps you took to resolve problems. This will demonstrate your analytical abilities and ownership mentality.
✨Familiarise Yourself with Support Tools
Since you'll be working with platforms like Zendesk, Gorgias, and Salesforce Service Cloud, make sure you're comfortable discussing their functionalities. If you have any certifications or relevant experience, highlight them during the interview.
✨Embrace Crescendo's Values
Crescendo values empathy, growth, trust, ownership, and humility. Reflect on how these values resonate with you and prepare to share examples from your experience that align with them. This will show that you're not just a fit for the role, but also for the company culture.