AI Support Specialist

Tilt Finance

107d

About The Position

Tilt is hiring an AI Support Specialist to take ownership of our AI Agent and help us deliver fast, accurate, and scalable support to our customers. Our support team is often the first line of contact with customers, and AI is becoming a big part of how we scale that experience without losing quality. You’ll have the chance to shape how we use AI to help people and do it in a thoughtful, high-impact way. You'll be a key partner across teams, helping us find the right balance between automation and the human touch. Your focus will be to ensure that our AI performs at its best by resolving common issues, surfacing helpful information, and improving the overall experience for users. You’ll spend time reviewing how the AI interacts with customers, identifying where things can be better, and working with teams across the company to make those improvements happen. This is an ideal role if you enjoy digging into customer data, thinking about edge cases, and figuring out how to turn good tools into great ones. You’ll report directly to our Manager of Digital Transformation on the Customer Operations team. Tilt is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.

Requirements

• 4+ years of experience in customer support, customer experience, or support operations
• Background in fintech preferred but not required
• A track record of working on cross-functional projects and getting things done
• Strong communication skills and the ability to turn customer insights into clear recommendations
• Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms
• Comfortable working with data dashboards or support analytics tools
• Familiarity with APIs and a basic understanding of how systems connect behind the scenes

Nice To Haves

• Bonus if you’ve worked with version control tools like Git or have some experience with programming, but it’s not required

Responsibilities

• Ensure that our AI Agent is resolving customer questions quickly and accurately
• Review conversations and performance data to spot patterns and identify what needs fixing
• Work with Product, Engineering, and Support to roll out improvements and expand what the AI can handle
• Prioritize automation opportunities based on what you're seeing in the data and from customers
• Recommend changes to content, workflows, or integrations that would make the experience smoother
• Monitor how the AI is performing and share updates with the broader team
• Influence how we support customers more broadly based on your learnings, not just through AI

Benefits

• Virtual-first teamwork with WFH office reimbursement
• Competitive compensation packages and generous equity
• Flexible health plans at every premium level, and substantial subsidies
• Direct exposure to our leadership team
• Paid global onsites twice yearly
• Growth opportunities follow your contributions, not rigid promotion timelines

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level