AI Support Operations Specialist – Elevate CX (London)

Zinc; Greater London; On-site; GBP 57,000 - 60,000; Full time

Benefits offered by this job

24 days holiday + Bank Holidays + your

£1200 annual benefits allowance

Early finish Fridays

Yearly company retreat abroad

30 days to Work from anywhere

Enhanced family leave benefits

Statutory pension with NEST

Zinc shares EMI Scheme

Spill Therapy access

Company socials and lunches

Nursery workplace benefit scheme

Electric car scheme

Zinc anniversaries

Job summary

Zinc is seeking an AI Support Operations Specialist to drive the acceleration of our AI-powered customer experience. You will analyse real conversation data, refine prompts, and design end-to-end agentic workflows with our CS team and AI leaders.

Your work will ensure more conversations are resolved accurately and escalations happen at the right moment. You will collaborate across teams to fix AI gaps, maintain strong documentation, and ship improvements without compromising existing

Qualifications

• Must have a customer-centric mindset and focus on the person behind the message.
• Comfortable working with structured data.
• Experience designing and testing workflows using APIs/connectors.
• Analytical approach: derive patterns from data, not just opinions.
• Proven track record of test, ship, check, improve with measurable results.
• Strong written communication and documentation habits.

Responsibilities

• Analyse conversation-level data to identify AI underperformance.
• Write, test, and iterate prompts to improve resolution quality and deflection rates.
• Design and ship agentic workflows enabling customers to complete requests through Fini without human assistance.
• Design and document escalation trigger logic and response templates.
• Uphold and improve metrics like deflection and CSAT; surface insights to the team.
• Collaborate with Knowledge Manager and AI Systems Lead to close knowledge gaps.
• Own checks for prompts and logic changes to protect existing performance.
• Maintain documentation of prompt versions, logic changes, and outcomes.
• Work with engineering to scope, test, and ship changes end-to-end.

Skills

Customer-centric mindset

Structured data handling

Workflow design and testing

API/connectors familiarity

Data analysis

Documentation and writing

Result-driven testing and iteration

Job description

Zinc is seeking an AI Support Operations Specialist to drive the acceleration of our AI-powered customer experience. You will analyse real conversation data, refine prompts, and design end-to-end agentic workflows with our CS team and AI leaders.

Your work will ensure more conversations are resolved accurately and escalations happen at the right moment. You will collaborate across teams to fix AI gaps, maintain strong documentation, and ship improvements without compromising existing