You'll join Flatpay's Global Operations team as an Jr. AI Specialist helping build our merchant-facing Voice AI. We're building an AI to handle merchant support calls across all our markets. As we move through testing and into live rollout in each market, the volume of production data and the complexity of localized product, compliance rules, and merchant behavior grow fast. You'll live close to real merchant calls, expand and stress-test our library of agentic workflows, and lead the discovery of new ones from real merchant problems through to production-ready design.
Our ambition is a Voice AI that resolves merchant problems, not just hands them off. The kind of AI that listens, understands what's actually going on, checks the relevant systems, and takes the right action to fix it, the way our best support agent would. Real humans stay ready for the cases the AI can't handle and for merchants who prefer to speak with a person. Your job is to expand what the AI can resolve on its own over time.
Jr. AI Specialist
Copenhagen
Full-time
Permanent employee
About the job
What you'll do
- Listen in on live merchant calls and observe how merchants actually reach for help, not just how they describe their problems in retrospect. Bring those insights back into workflow design.
- Conduct expert interviews with internal product specialists and Support leads across markets and translate what you learn into crisp documentation the AI can act on.
- Think end to end about the problem-solving surface. A good agentic workflow composes signals from the merchant’s hardware, the customer portal, what the symptoms the merchant described. The design job is orchestrating those together into one coherent flow, not solving problems from common FAQ content.
- Lead discovery and design for new merchant-support workflows end to end: from problem framing through procedure design to integration scoping with the AI team.
- Expand our library of agentic workflows and stress-test them for logic, edge cases, and voice-AI reliability before they reach live merchants.
- Own the localization angle. Different markets have different product suites, different compliance rules, different self-serve surfaces. Translate that into how our agents should behave per market and how our workflows should be structured around this.
- Analyze production data post-launch to see what our agents resolve well, what they don't, and where to invest next. Use that to prioritize both content improvements and new connected data-sources.
- Help build the practice as we go. Push back on our current methodology, propose better ways to design, document, or test agentic workflows, and shape the discipline as it matures.
- Collaborate closely with our in-house AI team on deployment and quality, and with Support across markets on local nuance.
Who you are
We're less interested in specific frameworks and more interested in how you think and operate. Comfortable in a hyper-growth environment where the roadmap moves fast.
If "agentic", "localization angle", or "production ready design" sounds a bit new to you - that's totally fine. Experience is a plus, but we are big believers in smart people will be able to quickly get up to speed with above and solve real problems.
You likely bring:
If "agentic", "localization angle", or "production ready design" sounds a bit new to you - that's totally fine. Experience is a plus, but we are big believers in smart people will be able to quickly get up to speed with above and solve real problems.
You likely bring:
- 1-3 years of experience in business operations, an analyst role, product management, conversational AI, support operations, or a similar cross-functional role. Strong recent graduates with real analytical and design instinct also fit.
- Comfort working with data. Large volumes of qualitative material (call transcripts, support tickets) come with the territory, and reasonable comfort with quantitative analysis when the numbers matter. Curious about how AI systems work under the hood, even if you're not building them yourself.
- A design-forward mindset. You approach merchant problems with an integrated solution in mind, not as an analyst producing findings.
- Genuine customer empathy. You're comfortable listening in on live merchant calls, sitting with Support agents, and distill findings into product implications.
- Confidence handling multi-market complexity: different product suites, different compliance rules, different self-serve capabilities, different merchant profiles.
- Sharp on logic and edge cases. You catch where an agentic workflow will misbehave before a merchant does.
- A data-informed mindset without becoming data-dependent.
- Ownership-driven. You can lead a discovery phase from start to finish and articulate the reasoning behind your decisions
Bonus if you have hands-on experience with LLM APIs, agentic frameworks, or Claude Code; conversational or voice AI; merchant-facing products; multi-market localization; or payments and acquiring.
About us
Welcome to Flatpay!
Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.
Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmark's fastest unicorn!
Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +2.000 passionate colleagues dedicated to making a difference in the world of payments.
What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs.
Let's shape the future of merchants together!