Step's mission is to improve the financial future of the next generation. Millions of people use our banking and borrowing products to manage, build, and grow their money. Now that we're part of Beast Industries – the company behind MrBeast – we're poised for a new phase of growth to deliver financial literacy and tools at massive scale.
We’re looking for an AI Support Operations Specialist to own the strategy, build, and business results of AI across Step’s customer support organization.
This is a hands-on, technical individual contributor role with real accountability. You’ll own core support business metrics and move them by building new AI-powered workflows, not just tuning existing ones. You’ll build LLM and API integrations, design AI-driven quality assurance for our agent teams, and build the Looker reporting that tells leadership what’s working and what to do next.
You blend a deep understanding of customer support with the technical skills to build, measure and scale AI solutions yourself. You don’t wait for a perfect spec. You find the opportunity, make the business case, ship it, and prove the impact.
Key Responsibilities
- Own Step’s AI support strategy and roadmap, and be accountable for quarterly targets on core support metrics (AI resolution rate, ticket deflection, average handle time, CSAT)
- Build new AI workflows using LLM API calls, custom integrations and webhooks, expanding what automation can handle rather than only optimizing existing flows
- Design, test and refine prompts and evaluations for real support use cases
- Build AI QA systems that evaluate live agent and AI agent customer interactions for compliance, customer experience and process adherence
- Partner with the Senior Customer Experience Team Manager to run QA audits at scale, with ongoing reporting and recommendations
- Write SQL and build Looker dashboards to measure workflow performance, automation impact, and agent quality
- Report ROI to leadership, lead cross-functional work with Engineering, Product, and Operations
What We're Looking For
- 5+ years of experience in support operations, product operations, technical implementation or automation, including ownership of measurable business outcomes
Business Ownership
- Track record of owning a business metric end to end and being accountable for moving it. For example, you’ve reduced inbound ticket volume, handle time or implementation time by a measurable percentage
- Able to build a business case, set targets, and report ROI to leadership
Technical Depth
- Hands-on experience building AI tools or LLM-powered workflows that went into production and were adopted by a team, including prompt engineering and evaluation
- Experience building custom API integrations, and comfortable with REST APIs, JSON, webhooks, and log investigation
- Strong SQL skills and experience building dashboards in Looker (LookML a plus), Tableau or similar tools
- Working knowledge of Python, GitHub and AI coding tools such as Claude Code is a strong plus
- Deep experience with support platforms such as Zendesk, Intercom or Salesforce
Project Leadership
- Has led cross-functional initiatives, such as product launches, tool rollouts or automation programs, from scoping through adoption
- Able to influence senior stakeholders and translate technical concepts for non-technical audiences
- Manages competing priorities with clarity, ownership and a bias toward shipping
What Success Looks Like
You’ll thrive in this role if you:
- See a repeated task and think “this could be automated,” then build it
- Balance customer empathy with systems thinking and rigorous measurement
- Learn quickly, experiment fearlessly, and push ideas forward
- Ship improvements regularly and hold yourself accountable to the numbers
Who You Might Be Today
We’re especially excited about candidates from roles like:
- Support Operations Managers who built internal AI tools that measurably cut ticket volume or handle time
- Product Operations Specialists who’ve built SQL and Looker reporting on key product metrics
- Technical Account Managers or Solutions Engineers who build custom API integrations
- Support Operations leads who’ve owned automation programs and QA frameworks
- Zendesk/Intercom/Salesforce Admins who’ve built AI-powered tooling tooling and workflows
- QA Engineers who’ve worked closely with support or product
- Revenue or Product Ops folks from B2B SaaS with automation and analytics chops
- Customer Success Managers who are “the technical one” on the team
We stand for the side hustlers, the creators, the freelancers, and the investors — people who are not afraid to take on challenges, especially when it comes to their finances. Step is focused on disrupting the banking industry by delivering a differentiated, mobile-first consumer experience, and we operate like the customers we serve: customer obsessed, acting as owners, moving with urgency, and breaking the norm.
Step is a wholly owned subsidiary of Beast Industries, the media and entertainment company founded by Jimmy Donaldson (MrBeast), the most-watched person in the world. Beast Industries spans digital media, consumer products, philanthropy, and new ventures, with an audience reach no consumer company has ever had — and Step is tasked with turning that reach into financial literacy and tools for the next generation at massive scale. With Beast's distribution and brand behind it, Step is positioned to scale significantly over the next 12 months, and joining now means helping shape that trajectory from the inside.
Come work with us!Step is a remote-first company building banking for the next generation. We offer competitive compensation and stock options, generous medical, dental, vision, and company-paid life insurance, a 401k plan with Safe Harbor company matching, a flexible vacation policy and paid company holidays, 12 weeks paid parental leave with flexible return to work, and a company-provided technology package. If you're looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!
Step is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.
Step is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and interview process. If you need an accommodation, please let us know at [email protected] and we'll work with you to provide appropriate support.
