AI Tuning Specialist

🕒 6 days ago

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Analyze AI-generated outputs, operational data, and performance metrics to identify opportunities for optimization and improved business outcomes. • Design, test, and validate prompt, workflow, and configuration changes to improve AI accuracy, consistency, and operational effectiveness. • Monitor AI performance following implemented changes to measure results, validate improvements, and identify additional optimization opportunities. • Document optimization activities, testing methodologies, results, and recommendations to support knowledge sharing and ongoing improvements. • Collaborate with Quality, Knowledge Management, Governance, Operations, Product, and Technology teams to prioritize optimization initiatives and implement approved improvements. • Analyze recurring quality issues, exception trends, customer feedback, and operational data to identify opportunities for AI enhancement. • Support controlled testing, pilot programs, and performance evaluations for new AI capabilities, workflows, and operational improvements. • Develop reports, dashboards, and performance summaries that communicate optimization results, trends, and recommendations to business stakeholders. • Maintain documentation related to prompts, testing activities, optimization history, and performance outcomes in accordance with governance standards. • Identify opportunities to improve optimization methodologies, testing processes, operational workflows, and AI performance through continuous improvement initiatives. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

🎯 Requirements

• Minimum of three (3) years of experience in business analysis, operations, quality assurance, process improvement, data analysis, AI operations, or a related field • Experience analyzing operational data, quality results, or performance metrics to identify trends and improvement opportunities • Experience testing, validating, documenting, and implementing processes, workflows, systems, or operational improvements • Experience collaborating with cross-functional stakeholders to evaluate business requirements and support continuous improvement initiatives • Knowledge of structured testing methodologies, process optimization, workflow analysis, and performance measurement principles • Strong analytical and problem-solving skills with the ability to evaluate complex data, identify root causes, and recommend practical solutions • Strong written and verbal communication skills with the ability to clearly document findings, testing results, and optimization recommendations • Strong organizational and project management skills with the ability to manage multiple initiatives while maintaining attention to detail and documentation accuracy • Ability to work independently and collaboratively in a fast-paced environment while adapting to evolving technologies and business priorities • Commitment to continuous improvement, operational excellence, data-driven decision-making, and responsible AI optimization.

🏖️ Benefits

• Competitive compensation package with standard allowances • Retirement Savings Program with Company Matching to help support your long-term financial goals • Life insurance coverage • HMO coverage starting on Day 1 • Free dependent coverage, with one (1) dependent covered upon regularization and a second dependent added after one year of service • Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day • Opportunities for skills training and personal and professional development to support your continued growth • Company-provided equipment