AI Product Specialist

At Gradient Labs, we’re on a mission to make exceptional customer service the norm.

Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.

We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google. We work in a hybrid model from our London office, a short walk from Liverpool Street Station, where we collaborate and connect 2-3 days a week.

If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we’d love to hear from you.

As an AI Product Specialist, you'll be a vital part of our team, helping our customers master our AI agent and unlock its full potential. You'll work closely with our customers to ensure they have a seamless and successful experience, acting as their trusted advisor and product expert. Your work will not only support our customers directly but also help us refine our product and internal processes, shaping the future of AI-powered customer service.

• Be a Customer Champion: Guide customers through onboarding and adoption, ensuring they deeply understand the value of our AI agent and are set up for success from day one.

• Optimise AI Performance: Partner with customers to fine-tune their AI agent's knowledge store, making sure it has all the information needed to handle complex queries safely and effectively.

• Drive Product Expertise: Become a technical expert on our platform, providing a seamless support experience by answering customer questions and troubleshooting issues.

• Scale for Growth: Identify opportunities to improve both customer-facing and internal processes, helping us build a scalable and efficient support system that grows with our company.

• Be the Voice of the Customer: Act as the internal advocate for our customers by proactively sharing their feedback and insights with our AI engineering and product teams. Your input will be crucial for influencing future product innovations and feature releases.

• Master the Customer Ecosystem: Become an expert on our customers' support operations, from their CRM platforms to their communication channels. You'll use this knowledge to configure and integrate our AI agent so it seamlessly fits into their tech stack, ensuring it delivers maximum value and adoption.

• A few years of experience in a customer-facing role, ideally in a fast-paced tech or AI environment.

• A passion for helping customers build out and optimise AI solutions to deliver a best-in-class experience to their end-users.

• A generalist problem-solver, able to adapt to a variety of challenges and find solutions across different areas of the business.

• A "roll up your sleeves" attitude and a knack for solving a variety of technical and operational challenges.

• Exceptional communication skills, with the ability to clearly and simply explain complex technical concepts.

• A high degree of empathy and attention to detail, ensuring every customer interaction is positive and productive.

• The ability to thrive in a dynamic, remote-first environment and is excited to help shape the future of a growing company.

This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation.

You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.