At a Glance
- Tasks: Analyse AI performance, improve customer interactions, and design workflows for seamless support.
- Company: Join Zinc, a forward-thinking company revolutionising customer experience with AI.
- Benefits: Enjoy 24 days holiday, early finish Fridays, and a £1200 annual benefits allowance.
- Other info: Work remotely, enjoy company retreats, and access unlimited therapy sessions.
- Why this job: Be at the forefront of AI innovation and enhance user experiences in a dynamic environment.
- Qualifications: Customer-centric mindset, data analysis skills, and experience with workflows and APIs.
The predicted salary is between 40000 - 50000 £ per year.
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.
Key Responsibilities
- 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
Skills, Knowledge and Expertise
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 APIs/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.
What we offer
- 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
AI Support Operations Specialist in London employer: Zinc
Zinc is an exceptional employer that prioritises a vibrant work culture and employee growth, making it an ideal place for the VP of People role. With a commitment to scaling while preserving its unique environment, Zinc offers generous benefits such as 24 days holiday, early finish Fridays, and a yearly retreat abroad, alongside a strong focus on professional development and leadership collaboration. Join a dynamic team in London where your contributions will directly shape the future of the company and its people strategy.
StudySmarter Expert Advice🤫
We think this is how you could land AI Support Operations Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zinc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zinc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AI Support Operations Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zinc:Your cover letter is your chance to shine! Tell us why you want to work at Zinc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zinc!
How to prepare for a job interview at Zinc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
