AI Support Operations Specialist

This is a brand new role, created because of how central Fini has become to Zinc's customer experience strategy. Over the past six months, Fini has moved from experiment to core infrastructure handling a growing share of our conversations across chat and email, freeing our CS team to focus on the moments that need a human touch. Getting this right isn't a side project for us, it's one of the clearest levers we have against a core Zinc objective, and we're investing in a dedicated specialist to make sure we don't just maintain that momentum, but accelerate it.

We're looking for an AI Support Operations Specialist to own that acceleration. This role sits at the intersection of customer experience and technical fluency. You won't just be writing prompts; you'll be analysing real conversation data, spotting where our AI is falling short, and working with workflows, data structures, and integrations to fix it without breaking what already works well. You'll work closely with CS and our AI Lead to make sure Fini resolves more conversations, more accurately, and escalates the right ones to a human at the right time unlocking our ambition to deliver a truly useful AI-powered support experience to Zinc users.

• 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

Must-haves:

• 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

Nice-to-haves:

• 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

• 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