AI Optimization Specialist

We are looking for an AI Optimization Specialist to help elevate the performance of AI-driven customer support experiences for a fintech organization. This contract position is fully remote and is focused on using data, conversation analysis, and platform insights to improve customer satisfaction, strengthen retention, and increase successful self-service outcomes. Based in San Francisco, California, this role is ideal for someone who can translate support performance trends into practical recommendations across AI support channels.

Responsibilities:

• Evaluate AI-supported customer service results by examining satisfaction trends, retention indicators, and resolution performance.

• Review support conversations to uncover recurring friction points and identify opportunities to improve automated interactions.

• Analyze interaction patterns to lower escalation rates and increase the percentage of issues resolved through self-service.

• Use reporting tools, dashboards, and performance metrics to guide AI optimization efforts and recommend measurable enhancements.

• Work with high-volume support datasets to assess effectiveness across AI channels and surface actionable insights.

• Partner with stakeholders to identify gaps in customer support experiences and prioritize improvements based on observed data.

• Apply expertise with Sierra and Decagon to compare performance signals and refine AI support outcomes.

• Track trends across customer interactions to highlight opportunities for operational and experience improvements.

Qualifications:

• Previous experience in a Product Analyst or similar analytical role supporting AI-enabled customer service environments.
• Strong understanding of methods used to measure and improve AI support performance.
• Hands-on experience with Decagon, Sierra, or both platforms.
• Ability to interpret dashboards and convert performance data into clear recommendations.
• Advanced analytical skills for evaluating support metrics, customer behavior, and service effectiveness.
• Familiarity with key customer support indicators such as satisfaction, retention, escalation, and self-service resolution rates.
• Comfort working with large datasets and detailed support interaction records.
• Experience identifying trends, performance gaps, and optimization opportunities within AI-driven support channels.

Compensation

$85.00-$90.00 Hourly

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