AI Support Operations Analyst: Tune Agents & Deflect Tickets

present of AI; United Kingdom; Remote; GBP 40,000 - 65,000; Full time

Job summary

Aveni builds specialized generative AI platforms for UK financial services, automating wealth advice documentation and regulatory compliance surveillance. The role focuses on scaling customer support with AI and self-service while personally handling the more challenging cases.

The ideal candidate has hands-on B2B software support experience, strong troubleshooting skills, and a track record of improving AI support performance through conversation reviews and data-driven coaching, working

Qualifications

• Hands-on support experience in a B2B software environment.
• Ability to troubleshoot technical issues and explain solutions clearly.
• Track record of improving AI support agents using conversation reviews and performance data.
• Comfort collaborating with Product and Engineering.

Responsibilities

• Scale customer support using AI and self-service while handling complex cases manually.
• Run an AI support agent day to day, author content, and monitor resolution and deflection metrics.
• Collaborate with Product and Engineering to improve knowledge bases and tooling.
• Document results and measurable automation gains.

Skills

B2B software support

Troubleshooting

Explain clearly

Conversation reviews

Performance data

Job description

Aveni builds specialized generative AI platforms for UK financial services, automating wealth advice documentation and regulatory compliance surveillance. The role focuses on scaling customer support with AI and self-service while personally handling the more challenging cases.

The ideal candidate has hands-on B2B software support experience, strong troubleshooting skills, and a track record of improving AI support performance through conversation reviews and data-driven coaching, working