AI Optimisation Specialist

TechNET IT; England; Remote; GBP 30,000 - 35,000; Full time

Job summary

A leading company in digital innovation is seeking a Bot Trainer to enhance their AI-powered customer support. The role focuses on creating effective conversational flows and improving chatbot performance. Candidates should possess strong UX skills and experience in digital customer support, with specific experience in Intercom or similar platforms being essential.

Qualifications

• 3+ years in digital customer support, UX writing, or conversation design.
• 2+ years working with Intercom or similar chatbot platforms.
• Strong writing and UX skills with detail orientation.

Responsibilities

• Designing and optimising conversational flows within Intercom's FIN platform.
• Training and refining AI chatbot performance using customer interaction data.
• Collaborating with cross-functional teams to align automation with business goals.

Skills

Conversational design

UX writing

Data analysis

Collaboration

Tools

Intercom

AI chatbot platforms

Job description

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Location: UK (Remote)
Compensation: Up to £35,000

Are you passionate about conversational design and ready to shape the future of AI-powered customer support?

We're partnering with a market-leading digital innovator that's redefining how users interact with support services. They are looking for a Bot Trainer—a hands-on specialist who combines a deep understanding of automation with the ability to craft seamless, engaging chatbot experiences.

This isn't just about training bots—it's about building intelligent, self-service journeys that scale, delight users, and free up human agents to focus where it matters most. You'll be instrumental in the client's mission to achieve 90/90 support: 90% of customer interactions through chat, with 90% resolved through automation.

What You'll Be Doing

Designing and optimising conversational flows within Intercom's FIN platform

Training and refining AI chatbot performance using customer interaction data

Collaborating with cross-functional teams (CX, Product, Engineering) to align automation with business goals

Analysing drop-off points and improving containment and satisfaction rates

Applying conversational design principles to deliver clear, empathetic user journeys

Continuously improving bot performance based on customer feedback and data insights

What We're Looking For

3+ years in digital customer support, UX writing, or conversation design

2+ years working with Intercom or similar chatbot platforms, ideally including FIN AI Agent

Strong writing and UX skills, with a talent for translating complex ideas into simple, helpful dialogue

Experience using data to inform design and optimise user outcomes

Self-starter who thrives in collaborative, fast-moving environments

An eye for detail and a passion for improving customer experience through technology