Location

This position will be based in Charlotte, NC.

Reporting

This position will report into the Program Manager, Voice of Customer.

Summary of Role

The AI Support Optimization Analyst plays a critical role in scaling Palmetto’s AI-first, omnichannel support experience. This role is responsible for continuously improving the performance, accuracy, and impact of our AI support agents across chat, email, SMS, and phone.

You will sit at the intersection of AI operations, customer experience, and product execution, owning the day-to-day optimization of AI workflows, training inputs, prompts, and automation logic. Your work will directly impact AI resolution rates, customer satisfaction, support costs, and the scalability of our digital support channels.

This is a hands-on, analytical role for someone who enjoys experimenting, measuring outcomes, and turning insights into real improvements in how customers are supported.

Strategic & Tactical

• AI Performance & Optimization
  • Monitor AI resolution rates, containment, deflection, and customer satisfaction across all digital channels.
  • Continuously test, refine, and optimize AI prompts, workflows, decision trees, and automation logic.
  • Identify gaps in AI knowledge, training data, or workflows and implement targeted improvements.
  • Move AI interactions from informational responses to personalized, action-oriented conversations.
• Training Inputs & Knowledge Quality
  • Partner with Digital Support Operations to ensure Help Center articles and internal content are structured for AI success.
    Maintain high-quality training inputs, ensuring content is accurate, up to date, and aligned to customer intent.
  • Use conversation analysis to identify where content or workflows are causing AI failures or escalations.
• Experimentation & Innovation
  • Design and run A/B tests and experiments to improve AI accuracy, resolution, and customer experience.
  • Pilot new AI capabilities across channels including email, SMS, and phone.
  • Partner with Product and platform vendors (e.g., Intercom) to test emerging AI features and automation tools.
• Data & Insights
  • Analyze support conversations, AI handoffs, escalations, and feedback to uncover trends and improvement opportunities.
  • Translate AI performance data into clear recommendations for CX, Product, and Operations teams.
  • Track the impact of AI improvements on cost per contact, response time, and customer satisfaction.
• Cross-Functional Collaboration
  • Work closely with Product, Engineering, Customer Experience, Concord, Services, and Sales teams.
  • Provide clear requirements and feedback to Product teams on AI-related feature needs and limitations.
  • Support new channel launches (email, SMS, phone) by ensuring AI readiness and optimization.

Qualifications

• 3–6 years of experience in customer experience, support operations, automation, or AI-enabled platforms.
• Hands-on experience optimizing chatbots, AI agents, or automation workflows.
• Strong analytical skills with the ability to interpret conversation data and performance metrics.
• Experience working with knowledge bases, help centers, or structured content systems.
• Comfort experimenting, testing, and iterating based on results.
• Experience with platforms like Intercom, Zendesk, Salesforce, or similar CX tools.
• Familiarity with prompt design, conversational UX, or AI training workflows.
• Experience supporting omnichannel environments (chat, email, SMS, phone).
• Background in SaaS, energy, fintech, or high-volume customer support environments.

Success Defined

• AI resolution rate steadily improves toward the company’s 65% target.
• Fewer unnecessary escalations and faster time-to-resolution for customers.
• AI confidently handles a growing share of conversations across multiple channels.
• Clear, measurable cost savings and operational efficiency gains.
• CX teams trust and rely on AI as a core part of daily support operations

This role directly enables Palmetto’s ability to scale support without scaling headcount. You will help define how AI supports real customers, solves real problems, and delivers meaningful business value. Your work will shape the future of digital support at Palmetto and influence how AI is deployed across the company.