AI Operational Specialist – Payments/Risk

Position Overview The AI Operational Specialist owns the quality and performance of AI-powered customer support for the Risk & Payments area (including Verification/KYC, AML, and Responsible Gambling). As the subject matter expert, they ensure AI chatbots and self-service channels deliver accurate, clear, and compliant support while continuously improving the knowledge and automation behind them. The role focuses on four key areas: AI content management — Creating and maintaining structured, AI-ready knowledge that translates complex payments, risk, and compliance topics into clear, machine-readable content. Help Centre management — Maintaining customer-facing self-service content across multiple languages to help customers resolve queries without contacting support. AI chatbot quality assurance — Reviewing chatbot conversations, identifying knowledge gaps and poor responses, and improving AI behaviour and content. Automation & platform management — Managing AI configuration, automated conversation flows, and platform improvements to enhance the customer experience. Key Responsibilities 1. AI Content & Knowledge Management Own knowledge content for the Risk & Payments area, ensuring it is accurate, compliant, consistent, and easy for both customers and AI to use. Write and structure content specifically for AI consumption. Proactively create content ahead of product launches, promotions, and operational changes. Continuously improve content using chatbot performance, QA findings, and customer feedback. 2. Help Centre Content Management Create and maintain customer-facing Help Centre articles that encourage self-service. Produce clear, accessible content that anticipates common customer questions. Manage multilingual content, ensuring translations remain accurate and up to date. Keep articles aligned with product and operational changes. 3. AI Chatbot Quality Assurance Review chatbot conversations to assess accuracy, tone, compliance, and resolution quality. Identify knowledge gaps, incorrect responses, escalation drivers, and automation opportunities, then improve AI knowledge and behaviour. Validate chatbot performance after product, promotion, or content changes. Turn recurring customer issues into content and configuration improvements. 4. Automation & Platform Management Manage AI configuration, automations, and conversation flows within the support platform. Design and optimise automated customer journeys that reduce effort and manual support. Monitor automation performance and improve resolution rates and customer experience. Work with the Support Intelligence team to implement new automation opportunities. 5. Stakeholder Collaboration & Insights Act as the main contact for Product, Operations, Compliance, and Customer Support on AI and support content within the area. Anticipate the support impact of business changes and ensure content is updated in advance. Monitor key metrics, including containment, accuracy, escalations, and customer effort, and provide actionable insights. Requirements Essential Strong knowledge of payments and risk operations, including deposits, withdrawals, PSPs, KYC, AML, and Responsible Gambling. Proven experience creating, editing, or proofreading high-quality content. Practical experience working with AI tools, prompt design, AI content, or chatbot optimisation. Ability to analyse customer interactions and prioritise improvements. Desirable Experience with Intercom (especially Fin AI Agent) or similar AI support platforms. Experience managing knowledge bases or Help Centres. Experience with conversational AI, AI training, or model optimisation. Experience within online gaming or another regulated customer service environment. Experience managing multilingual content or localisation workflows; additional language skills (e.g. Hungarian) are an advantage. Experience with QA frameworks, reporting, or support automation. The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity. Why Work With Us? At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success. Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand. We offer: Competitive salary and benefits Opportunities to learn, grow, and develop A creative, collaborative team environment Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Sourced from Silverspin. Apply on the company's site.