AI Optimization Specialist, Support - Remote

Overview

As an AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale.

In Short

• Collaborate with Customer Education to ensure AI tools draw from effective content.
• Identify performance gaps and suggest improvements.
• Build internal knowledge resources for the support team.
• Own and refine chatbot workflows and guidance.
• Analyze performance data to identify friction points.
• Design personalized conversational flows using AI capabilities.
• Partner with Product and Engineering teams for alignment.
• Handle a small volume of support tickets for deeper understanding.
• Drive strategic AI design and impact for customer satisfaction.
• Stay informed on customer challenges through support interactions.

Requirements

• Proven experience in technical troubleshooting and customer support.
• Exposure to AI-powered support tools.
• Strong writing and organizational skills.
• Ability to identify gaps and iterate quickly.
• Familiarity with internal tools and systems.
• Experience working with cross-functional teams.
• Ability to interpret AI performance data.
• Familiarity with APIs, JSON, or scripting languages is a bonus.

Benefits

• Industry-competitive compensation.
• 100% covered medical, dental, and vision benefits.
• 16 weeks fully-paid parental Leave for all new parents.
• Health & wellness and remote workplace stipends.
• 401(k) matching.
• Flexible work hours and location.
• Open PTO policy.
• 11 paid holidays in the US.