Content and AI Training Specialist

Story Terrace Inc.; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A growing fintech startup is seeking a Content & AI Training Specialist to enhance their support experience. This role involves creating high-quality knowledge resources, refining training materials, and improving AI tools to deliver accurate, user-friendly responses. Ideal candidates have over 2 years of relevant experience, exceptional writing skills, and are adept at collaborating across teams. Enjoy a competitive salary, equity, and a collaborative, innovative work environment.

Benefits

Competitive salary and equity package

Opportunity to be part of a fast-growing startup

Collaborative work environment

Qualifications

• 2+ years of experience in customer support, technical writing, or content creation.
• Exceptional writing and editing skills for simplifying complex concepts.
• Familiarity with fintech products or blockchain is a plus.

Responsibilities

• Create and maintain external FAQs and help center articles.
• Train AI systems to provide accurate and consistent responses.
• Analyze customer inquiries to improve content and automation.

Skills

Experience with AI tools

Technical writing

Customer support experience

Analytical skills

Editing skills

Job description

👋 About Us

Sling aims to create a world where sending and receiving money is effortless. The app allows users to pay people, not numbers - no account numbers, IBAN or sort code needed, all you need is the recipient's name to send them money. The app leverages blockchain technology to allow for almost instant money transfers in any currency for a negligible fee. Sling is available in 50+ countries and is available in the Android and iOS app stores. Sling is a product by Avian Labs, Inc.

💼 About the Role

We are seeking a Content & AI Training Specialist to help elevate our support experience by building high-quality knowledge resources and training our AI systems. In this role, you will create and refine FAQs, write internal support content, and train our AI tools to provide accurate, consistent, and human-centric responses. You will play a key part in empowering both our users and our support team through clear communication, strong documentation, and smart automation.

This role is ideal for someone with outstanding writing skills, a deep understanding of customer intent, and a passion for improving support at scale.

🔥 Key Responsibilities

• Create, update, and maintain external FAQs, help center articles, and customer-facing support content.
• Develop and refine internal documentation, workflows, and support guidelines for the customer support team.
• Train and optimize AI systems (including support bots and internal assistants) by curating data, writing training, correcting outputs, and building structured knowledge.
• Review customer interactions to identify gaps in content, automation opportunities, and areas where AI can improve accuracy or coverage.
• Work closely with support, product, engineering, and compliance teams to ensure documentation is accurate, up-to-date, and aligned with product changes.
• Analyze trends from customer inquiries to proactively suggest new FAQs and content improvements.
• Ensure all content created is clear, concise, accessible, and aligned with Sling’s tone of voice.
• Participate in shaping content strategy and contribute to scalable customer experience improvements.
• Stay up-to-date with product updates, company policies, and industry trends to provide informed and accurate support.

😊 About You

• Experience training or working with AI tools, language models, or chatbot systems.
• 2+ years of experience in customer support, technical writing, content creation, knowledge management, or a similar field.
• Exceptional writing and editing skills with a strong ability to simplify complex concepts.
• Strong analytical skills and the ability to identify content gaps or recurring user pain points.
• Comfortable collaborating with cross-functional teams and managing multiple documentation projects simultaneously.
• A proactive, detail-oriented mindset with a passion for clarity, accuracy, and high-quality content.
• Familiarity with fintech products, money transfer systems, or blockchain is a plus.

⛳️ Compensation, Perks & Benefits

• Competitive salary and equity package.
• Opportunity to be a core part of a fast-growing fintech startup.
• Collaborative and innovative work environment with autonomy.
• Professional growth opportunities, team offsites, and events.