AI Specialist

Role overview Own the daily performance and ongoing improvement of AI automation used by customer support and claims teams. The work combines prompt and workflow tuning, structured quality evaluation, and service-platform configuration to make automated interactions more accurate and personal. This is a remote U.S. role, with a preference for candidates in Eastern Time; coding is helpful but not required.

Responsibilities - Monitor AI workflows in production, identify accuracy issues and recurring failure patterns, and improve prompts and logic. - Create and maintain evaluation resources, including test cases, reference datasets, and regression checks. - Validate workflow changes with support and claims subject-matter experts before release. - Update customer-facing bots to use live data through APIs and provide more personalized responses. - Improve service operations tools such as routing, triggers, macros, and agent assistance. - Track and report measures such as automation rate, accuracy, escalation, and customer satisfaction; partner with engineering on deeper technical changes.

Requirements - At least three years of hands-on experience building or improving AI-powered workflows, ideally in customer service or operations. - Strong knowledge of prompt design, workflow logic, AI evaluation, and structured quality review or failure analysis. - Extensive experience with Zendesk AI or a comparable service platform, plus comfort working with APIs and structured data. - Good diagnostic judgment: able to trace performance problems to likely causes and choose a practical next step. - Ability to translate operational needs for technical partners and work effectively with both technical and non-technical teams. - Strong customer communication instincts and an active interest in developing AI tools and practices.

Benefits and work setup - Remote work within the United States, with an Eastern Time preference. - Health, dental, and vision coverage; HSA/FSA; and employer-matched 401(k). - Unlimited paid time off, company holidays, and additional recharge days. - Eligible employees receive parental leave, company-paid pet wellness and insurance plans, and a fully paid annual company retreat.