AI Optimization Analyst

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners businesses and entrepreneurs to adopt renewable energy through simple scalable and innovative solutions. Operating at the intersection of B2B and D2C we offer software financial products and services that drive real environmental impactwithout compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development career growth and purpose-driven work. Palmetto offers a comprehensive benefits packageincluding unlimited PTO medical dental and vision coverage paid parental leave retirement plans and moreso you can have it all both personally and professionally. Palmetto prioritizes people planet and profitbacked by a culture that values collaboration impact and balance. Join us in building a brighter cleaner world.

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 Palmettos 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 topersonalized 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

• 36 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 companys 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 Palmettos 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.

Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications merit and business need. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or any other status protected under federal state or local law.

For more about our Privacy Policy visit: Experience:

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