The opportunity

Ditto Music is hiring a technically minded graduate to own and grow our AI-first support experience, built on Intercom and Fin AI Agent. You'll turn Fin from an agent that answers questions into one that does things: checking, fixing and retrieving account data for artists in real time through APIs and data connectors.

This is a hands-on, analytical role. You'll ship improvements weekly, measure their impact, and use data to prove what's working. Around 80% of your time goes on automated support; the rest goes on wider automation, data and AI projects across the business.

Reports to: Director of Operations
Location: Liverpool (hybrid)
Level: Graduate / entry level

What you'll be doingData connectors and API integrations

Build and maintain Fin Data Connectors and Procedures so artists can self-serve actions through support, not just get answers.
Work with our developers to scope and use internal and third-party APIs (REST, JSON, authentication, webhooks).
Example use cases: checking release delivery status, retrieving royalty and payout information, clearing email bounce suppressions, updating release metadata before delivery, and handling takedown requests.
Test hard: try to break what you've built, handle edge cases and failures safely, and document how each connector works.

Conversation design and Fin optimisation

Design customer journeys with a Fin-first mindset: Workflows, Guidance, Tasks, routing and handover to human agents.
Review conversations and tickets to find where Fin fails, hands over, or frustrates users, then fix the root cause.
Turn content gaps found in conversation reviews into briefs for the knowledge workstream (below).
Stay on top of new Intercom and Fin releases and assess where they could improve our experience.

Knowledge content (with our copywriter)

Co-own help centre, macro and internal knowledge content with our copywriter: you bring the technical accuracy and AI structure, they bring tone of voice and polish.
Draft and update articles for new features, connectors and common contact reasons, then hand over for copy review.
Structure content for AI retrieval: clear headings, one topic per article, explicit answers, and no conflicting sources.
Run regular content audits to find outdated, duplicate or low-performing articles, using Fin resolution data to prioritise.
Track the impact of content changes on Fin answers and resolution rate.

Analytics and reporting

Own the core automated support metrics: Fin involvement rate, resolution rate, CX score / Fin CSAT, and handover rate.
Build regular reports and dashboards showing the before-and-after impact of every change you ship.
Size opportunities by contact reason and volume so we work on what moves the numbers most.
Present findings and recommendations clearly to the support team and leadership.

Collaboration

Work with support agents to capture their knowledge and feedback.
Partner with product and engineering to flag recurring issues that should be fixed in the product, not in support.

Wider projects across Ditto

Alongside automated support, you'll get involved in wider projects across the business where your skills in APIs, automation, data and AI can make a difference. These could include:

Automating internal workflows and quality checks
Product and growth analytics
Evaluating and trialling new AI and automation tools
Data analysis to support commercial and operational decisions

What we're looking forEssential

A degree (or equivalent experience) in computer science, software engineering, data science, maths or another technical subject.
Working knowledge of APIs: you can read API docs, make authenticated requests, and work with JSON.
Some coding in Python or JavaScript, through study, projects or internships.
Comfortable with data: spreadsheets, basic SQL or a BI tool, and turning numbers into a clear recommendation.
An analytical, test-and-measure approach: you form a hypothesis, ship a change, and prove whether it worked.
Clear, plain written English; you can write help content and explain technical ideas to non-technical colleagues.
Genuine curiosity about AI and how LLM-based agents work, including their limits.
Customer empathy and attention to detail.

Bonus

Experience with Intercom, Fin, Zendesk or another support platform.
Exposure to prompt design, RAG or building with LLM APIs.
Familiarity with no-code automation tools (Zapier, Make) or webhooks.
An interest in music, the creator economy or the music industry.
A portfolio, GitHub or side project you can walk us through.

What success looks like

Timeframe

Outcomes

First 90 days

Baseline report on Fin involvement, resolution and CX score by contact reason; first data connector live and measured; top 10 Fin failure reasons identified with a fix plan

6 months

3–5 action-taking connectors live; monthly impact report in place; measurable lift in Fin resolution rate

12 months

Fin resolution rate at 50%; owns the automated support roadmap; delivered at least one wider-business project end to end

Pay: £26,000.00-£27,000.00 per year

Benefits:

Casual dress

Work Location: Hybrid remote in Liverpool L1 0BY

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AI Support Analyst