Support Content & AI Specialist

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**](https://workwithus.pinpointhq.com/#values-header) actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions