Hi 👋 I’m Emilia, Head of Customer Support at Pinpoint.
We're a high-growth HR tech company building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We've got a mature product, strong product-market fit, and customers who genuinely love us, backed by fast (under 90 seconds) support from real people who know the product.
Our support team is small (7) but senior: a handful of people who really know the product and reply in under 90 seconds. To help us scale, we've just brought in Fin, an AI support agent, to take the repetitive, first line questions off their plate. This isn't about replacing anyone. It's about getting to our customers faster and freeing the team up for the higher-value, more human work that an AI can't do. That's where you come in.
We're looking for a Support Content & AI Specialist to own the content and knowledge that makes our AI brilliant. You'll write and continuously improve the help centre articles, guides, and prompts Fin draws on and bring a genuinely human, concierge-level touch when a customer needs a person. This is a content and AI-first role with a foot in the support queue, not a traditional support job where you churn tickets all day.
The fine print (but a bit more exciting):
- This is a remote role based in the UK, with a few optional in person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US
- You'll become a product expert. Our platform is highly customizable with frequent updates, and you'll own the content that powers both Fin and our help centre.
- This is a content-heavy role. You'll create high-quality articles, guides, screen recordings, and annotated screenshots, and shape how our AI answers.
- Your first month is mostly hands-on support, on purpose. It's the fastest way to learn the platform inside out. After that, most of your time goes on content and AI, with a lighter, regular slice in the live queue.
- Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions
- Own the knowledge that powers our AI. Write and continuously improve the help centre articles, snippets, and prompts Fin draws on, so customers get fast, accurate, human-sounding answers first time.
- Train and tune Fin. Review real conversations, spot where it gets things wrong, where content is missing, or where it's misread what a customer meant, and fix it at the source.
- Keep a human eye on quality. Spot-check the tickets Fin marks "resolved" and make sure what goes out is genuinely good, not just closed.
- Turn patterns into priorities. Use what you see across conversations to decide where your time has the most impact, then go and do it.
- Jump into support occasionally (15% of the time). Cover the complex or sensitive conversations, plus lunch, shift, and holiday cover, keeping your instincts and product knowledge sharp.
- Work with Product, Customer Success, and Support so content keeps pace with new features, integrations, and what customers actually need.
- Be the voice of the customer to Product. Turn what you see across hundreds of conversations into clear signals on pain points and content gaps, and feed them back so the product, and the surrounding content, keeps getting better.
- Grow into client specific content. As we scale, you'll tailor Fin's answers for our bigger customers based on how they've set the product up, so the help they get feels built for them.
What does success look like?
- Fin resolves more first line questions accurately and in a voice that sounds like us. Customers reach for a human less often but have a brilliant experience when they do.
- An up to date, easy to navigate help centre that goes beyond the basics. Not just what a feature does, but why and how to use it well.
- A steady stream of proactive content and Fin improvements that keeps pace with a fast moving product.
Tech stack: Fin (formerly Intercom), Guru, Notion, Pinsight, Slack, Linear.
- You've thrived in a complex product environment before. You've worked with a genuinely complex, fast-moving software product (ideally at a startup or scale up), and you know how to get up to speed fast, stay current as it changes, and hold your own on technical topics with both customers and the product team.
- Exceptional writer. You break complex ideas into clear, concise, warm content that sounds human, not robotic.
- A genuine service instinct. You care how a customer feels, not just whether the ticket's closed. This might come from support, customer success, or a great hospitality or concierge background.
- Comfortable and fluent with AI tools. You reach for them naturally and know when not to. Bonus if you've trained or tuned an AI support agent (Fin, Zendesk AI) or done AI-enablement work.
- Proactive, curious, and commercially-minded. Give you headroom, and you find the most useful thing to do with it rather than waiting to be told.
- Bonus points: knowledge-base or help-centre ownership, HR tech or ATS experience, and hands-on Intercom.
- Probably not for you if: you want a steady, predictable ticket queue and the immediate-answer rhythm of classic support; you prefer escalating everything to another team; or you see AI as a threat rather than the best tool you've got.
