Support Content, AI Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of the knowledge that drives our AI. Write and consistently enhance the help center articles, snippets, and prompts that Fin utilizes, ensuring customers receive quick, precise, and human-like responses on the first attempt.

• Train and optimize Fin. Review actual conversations to identify inaccuracies, missing content, or misinterpretations of customer intent, and address these issues at the source.

• Maintain a human touch on quality. Conduct spot checks on tickets that Fin marks as "resolved" to ensure the responses provided are genuinely satisfactory, rather than simply closed.

• Transform observations into priorities. Analyze patterns in conversations to determine where your efforts will have the most significant impact, and take action accordingly.

• Occasionally assist with support (15% of the time). Handle complex or sensitive conversations, as well as cover shifts during lunch, holidays, and other absences, keeping your instincts and product knowledge sharp.

• Collaborate with Product, Customer Success, and Support teams to ensure content evolves with new features, integrations, and customer needs.

• Serve as the customer advocate to Product. Translate insights from numerous conversations into clear indicators of pain points and content deficiencies, providing feedback to enhance both the product and supporting content.

• Develop client-specific content. As we grow, you'll customize Fin's responses for larger clients based on their unique product configurations, ensuring the assistance they receive feels tailored to them.

⛳️ Requirements

• You have flourished in a complex product environment before, working with a genuinely intricate, fast-paced software product (preferably at a startup or scale-up), and you know how to quickly familiarize yourself with changes while engaging in technical discussions with both customers and the product team.

• Exceptional writing skills. You have the ability to distill complex concepts into clear, concise, and friendly content that resonates with a human touch.

• A true service-oriented mindset. You care about how a customer *feels*, not just whether their ticket is resolved. This may stem from experience in support, customer success, or a strong background in hospitality or concierge services.

• Proficient and comfortable with AI tools. You naturally incorporate them into your work and understand when *not* to use them. Bonus points if you’ve trained or tuned an AI support agent (like Fin or Zendesk AI) or engaged in AI-enablement initiatives.

• Proactive, inquisitive, and commercially aware. When given the opportunity, you identify the most valuable tasks to pursue rather than waiting for direction.

• Bonus points: experience in knowledge base or help center management, HR tech or ATS familiarity, and hands-on experience with Intercom.

• This role might not be suitable for you if you prefer a predictable ticket queue with the immediate-response pace of traditional support; if you tend to escalate issues to another team; or if you view AI as a threat rather than an invaluable tool.

🏝️ Benefits

• We aspire for Pinpoint to be the **best workplace you’ve ever experienced**—a place where you feel appreciated, supported, and excited to grow. Here’s what you’ll receive:

• **Comprehensive healthcare** – Excellent medical, dental, & vision coverage for you and your family.

• **Unlimited holidays** – Take the time you need to rest and recharge.

• **Mental health support** – Unlimited, immediate access to professional counseling through Spill.

• **Retirement contributions** – 401k or pension contributions based on your location.

• **Remote-first** – Work from wherever you’re most productive, with flexibility and trust as the standard.

• **Equity with real upside** – Participate in the long-term value you help create.

• **Fully paid parental leave** – Up to 16 weeks of paid leave for new parents.

• **Learning budget** – Annual funding for courses, books, or anything that supports your personal and professional growth.

A detailed overview of our benefits can be found **here**.