AI Specialist

About the job

At Flatpay, a rapidly growing fintech company recognized as one of the fastest growing in Denmark, we’re expanding our presence in Denmark, Finland, Germany, Italy, France and the UK. As part of that growth, we’re taking the next step in how we serve and support our customers - by integrating AI directly into our customer support operations. This role is a unique opportunity to build, scale, and continuously improve Flatpay’s AI initiatives support across all markets. You’ll be working at the intersection of customer experience, operations, and technology - combining hands-on experimentation with structured process improvement. Additionally, you will collaborate closely with our AI team of skilled data scientists. No prior experience in software engineering is required for this role and won’t be needed.

What you’ll do

As an AI Specialist you’ll be responsible for driving the implementation and optimization of Flatpay’s AI tools within our customer support setup (using the best-in-class tools on the market). You’ll ensure the system learns fast, performs accurately, and continuously improves through validation and structured iteration. In practice, your work will include:

• Implement and maintain Flatpay’s AI toolings across all markets, ensuring a consistent, high-quality customer experience
• Validate and fine-tune - testing input/output quality and identifying areas for improvement
• Update and structure Helpdesk articles and support knowledge bases, together with the product and marketing team, to strengthen AI accuracy and coverage
• Work with local teams to adapt to each market’s language and cultural nuances, collaborating closely with team members or local support leads
• Identify automation opportunities and work with the Global Operations team to implement them efficiently
• Report on performance, accuracy, and customer satisfaction related to AI interactions

Who you are

You’re someone who thrives on making things work in practice. You combine curiosity for AI tools with a hands-on, operational mindset - not afraid of structured, repetitive work when it’s part of making something great. You’re proactive, detail-oriented, and motivated by building something that genuinely improves how we serve customers every day. Moreover, we imagine that you have:

• Experience in operations, a startup / scaleup, or a strategy role
• Experience (or strong interest) in customer support, tech operations, or process improvement
• A bachelor’s or master’s degree within business, operations, data, or a related field.
• Strong analytical skills, comfortable working in Excel to identify patterns and drive decisions, but also skilled at spotting challenges and processing gaps through qualitative feedback, stakeholder input, or day-to-day operational signals
• A strong interest in AI tools and how they can improve customer operations
• A strong sense of ownership and ability to follow through on tasks from idea to implementation – you will get a lot of responsibility and projects that only succeed because of you
• A structured, proactive approach to problem-solving - and an eye for detail when testing, validating, and improving systems
• Fluent in English and Danish (verbal and written) We will review applications in week 43.