AI Support Operations Specialist

This is a brand new role, created because of how central Fini has become to Zinc's customer experience strategy. Over the past six months, Fini has moved from experiment to core infrastructure handling a growing share of our conversations across chat and email, freeing our CS team to focus on the moments that need a human touch. Getting this right isn't a side project for us, it's one of the clearest levers we have against a core Zinc objective, and we're investing in a dedicated specialist to make sure we don't just maintain that momentum, but accelerate it.

We're looking for an AI Support Operations Specialist to own that acceleration. This role sits at the intersection of customer experience and technical fluency. You won't just be writing prompts you'll be analysing real conversation data, spotting where our AI is falling short, and working with workflows, data structures, and integrations to fix it without breaking what already works well. You'll work closely with CS and our AI Lead to make sure Fini resolves more conversations, more accurately, and escalates the right ones to a human at the right time unlocking our ambition to deliver a truly useful AI- powered support experience to Zinc users.