AI Support Analyst
Role Overview
Hands-on graduate or entry-level role improving Ditto Music's AI-first support experience with Intercom and Fin AI Agent.
The role focuses on enabling Fin to take actions using account data, APIs, and data connectors, not only answer questions.
About 80% of the role is automated support; the remainder covers wider automation, data, and AI projects.
The role is based in Liverpool and described as hybrid; it reports to the Director of Operations.
Key Skills for This Role
Full Job Posting
Opportunity
Hands-on graduate or entry-level role improving Ditto Music's AI-first support experience with Intercom and Fin AI Agent.
The role focuses on enabling Fin to take actions using account data, APIs, and data connectors, not only answer questions.
About 80% of the role is automated support; the remainder covers wider automation, data, and AI projects.
The role is based in Liverpool and described as hybrid; it reports to the Director of Operations.
Connectors and conversation design
- Build and maintain Fin Data Connectors and Procedures for artist self-service actions.
- Work with developers on internal and third-party API use, including REST, JSON, authentication, and webhooks.
- Test connectors against edge cases and failures, handle failures safely, and document how each connector works.
- Design Fin-first journeys using workflows, guidance, tasks, routing, and human-agent handover.
- Review conversations and tickets to find Fin failures or user frustration and resolve root causes.
- Monitor Intercom and Fin releases and assess opportunities to improve the customer experience.
Knowledge, analytics, and collaboration
- Co-own help-centre, macro, and internal knowledge content with the copywriter; draft and update technical articles.
- Structure content for AI retrieval and audit it for outdated, duplicate, or low-performing material.
- Track Fin involvement, resolution, CX score or Fin CSAT, and handover rate; report before-and-after impact.
- Size opportunities by contact reason and volume, and present findings to support colleagues and leadership.
- Work with support agents to capture knowledge and feedback, and partner with product and engineering on recurring product issues.
- Contribute to internal automation, quality checks, product and growth analytics, AI-tool evaluation, and commercial or operational analysis.
Essential qualifications
- A degree or equivalent experience in computer science, software engineering, data science, mathematics, or another technical subject.
- Working knowledge of APIs, including reading documentation, authenticated requests, and JSON.
- Some Python or JavaScript coding through study, projects, or internships.
- Comfort with spreadsheets, basic SQL, or a BI tool and turning data into recommendations.
- An analytical test-and-measure approach, clear written English, curiosity about AI agents, customer empathy, and attention to detail.
Bonus experience
- Experience with Intercom, Fin, Zendesk, or another support platform is a bonus.
- Exposure to prompt design, RAG, or LLM APIs is a bonus.
- Familiarity with Zapier, Make, or webhooks is a bonus.
- Interest in music or the creator economy, and a portfolio, GitHub, or side project, are bonuses.
Success measures
In the first 90 days, establish a baseline report by contact reason, launch and measure a first data connector, and identify the top 10 Fin failure reasons with a fix plan.
At six months, the posting begins an outcome target of 3–5 action-taking connectors, but the supplied description ends before the target is complete.
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