AI Content & Knowledge Manager Intern

Job summary

Responsibilities

Back Market is building AI-powered customer care experiences through Fin, its customer-facing AI Agent. Fin helps customers with pre-sales questions, delivery tracking, and technical troubleshooting.

• Operate and improve quality monitors and scorecards covering accuracy, policy compliance, connector use, escalation quality, tone, hallucinations, and unsupported claims.
• Review flagged and unflagged conversations to identify false positives, false negatives, and recurring defects.
• Prepare the weekly quality review by summarizing key findings, risks, and root causes.
• Analyse Fin’s performance across markets, languages, use cases, and rollout phases.
• Monitor handovers to human agents and customer satisfaction signals.

What they're looking for

• You are completing a Master 2 degree in Data Science, Applied Mathematics, Statistics, or another engineering discipline.
• You have strong analytical and problem-solving skills.
• You are comfortable working with data and investigating anomalies.
• You are interested in generative AI, machine learning, or LLM evaluation.
• You can structure and communicate findings clearly in English.