AI Support Operations Specialist
On-siteSliema, Tas-Sliema, Malta
Job Summary
Configure, test, and fine-tune Zendesk AI tools including Answer Bot, Generative Replies, and Intelligent Triage to improve resolution times and agent performance. Partner with Support and Product teams to design AI-enhanced workflows that reduce friction while curating macros and knowledge base content for effective responses. Analyze AI performance metrics such as deflection and CSAT to translate insights into continuous improvements and champion ethical, transparent AI usage across all configurations. Empower teams through training on AI-powered tools and act as the primary connector between CX Ops, IT, and data teams. This role requires 2–4 years of experience in customer support or AI tooling within a Zendesk environment.
Required Qualifications
- 2–4 years of experience in customer support, technical operations, or AI tooling — preferably within a Zendesk-powered environment
- Hands-on knowledge of Zendesk AI features (e.g., Answer Bot, Agent Assist, Intelligent Triage) and their application in real-world support teams
- Solid understanding of support workflows, macros, triggers, and automation within Zendesk
- Confidence working with data dashboards and translating metrics into action
- Strong communicator with the ability to bridge technical tools and human teams
- A curious mindset with a bias for continuous learning and experimentation
Desired Qualifications
- Experience with AI-enabled CX platforms like Ada, Forethought, Intercom AI, etc.
- Familiarity with prompt engineering or NLP concepts
- Experience managing or contributing to help centres or knowledge base tools (e.g., Zendesk Guide, Notion, Confluence)
- Exposure to high-growth, fast-paced customer support environments
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