Palmetto · 1 day ago
AI Optimization Analyst
Charlotte, NC
Full-time
Onsite
Mid, Senior Level
3+ years expPalmetto is a leading clean tech company focused on accelerating the transition to a clean energy future. The AI Support Optimization Analyst is responsible for enhancing the performance and impact of AI support agents across multiple channels, ensuring optimal customer experiences and operational efficiency.
Clean EnergyCleanTechConsumer SoftwareEnergySoftware
Responsibilities
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
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
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
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
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
Qualification
Required
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
Benefits
Unlimited PTO
Medical, dental, and vision coverage
Paid parental leave
Retirement plans
More
Company
Palmetto
Palmetto accelerates the clean energy transition with software and financial services that make home electrification easy.
201-500 employees
H1B Sponsorship
Palmetto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (3)
2022 (5)
2021 (2)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$2.25BKey Investors
TPG Rise Climate FundSocial CapitalJP Morgan
2025-10-06Debt Financing· $420M
2025-01-17Debt Financing· $1.2B
2023-03-06Private Equity· $150M
Leadership Team
Shane Battier
Chief Culture Advisor
Recent News
2025-12-19
Company data provided by crunchbase