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 impact—without 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 package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed 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 Palmetto’s 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 to personalized, 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.
- Partner with Digital Support Operations to ensure Help Center articles and internal content are structured for AI success.
- 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
- 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.
Success Defined
- AI resolution rate steadily improves toward the company’s 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 Palmetto’s 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: https://palmetto.com/privacy-policy
Top Skills
Similar Jobs
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
