AI Tuning Specialist

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 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