Monitor and optimize AI performance by spotting patterns in AI and human-assist conversations, tracking failure modes, confusion clusters, and quality drift, then triaging issues like a product backlog
Build AI-ready knowledge by creating and maintaining support content that enables Fin to answer accurately and consistently, reducing knowledge debt and structuring content for AI consumption
Design clear, trustworthy conversations by defining voize's AI voice and interaction style, refining high-value conversation flows, and ensuring smooth handoffs to human agents
Create safe automations by building workflows that let AI complete tasks beyond answering questions, partnering with Product and Engineering to expand automation coverage
Own AI support KPIs including AI resolution rate, deflection, CSAT, escalation rate, and time saved, with clear reporting and a weekly review cadence

Proven experience improving support systems end-to-end (Support Ops, CX systems, knowledge programs, automation, or similar)
Strong analytical skills
you're comfortable working from conversation data, patterns, and operational metrics
Excellent writing and information design skills
you can turn messy tribal knowledge into crisp, testable procedures
Comfortable collaborating with Engineering and Product on tooling, integrations, and safe system behavior
High ownership mindset
you can be accountable without becoming a bottleneck

AI Support, Knowledge Manager

Key skills