AI Support Operations Manager

📋 Description

• Fin/AI agent operations (25%): Ensure customer-facing AI agent resolves routine questions correctly
• Help Center content ownership (40%): Own accuracy and AI-readiness of the Help Center as the shared
• The content flywheel (20%): Triage AI-failure reports from shared intake queue, trace to root cause
• Launch readiness (10%): Hold support seat in release planning and prepare Help Center articles, Fin
• Operability (5%): Maintain runbooks, configuration documentation, and measurement baselines. Keep a

🎯 Requirements

• 3–5+ years in support operations, CX operations, knowledge management, or conversational AI
• Proven content engineer: customer-facing help content owned end to end, plus taxonomy, content
• Experimenter's method: hypothesize, test small, measure, then scale. Comfortable with AI-assisted
• Strong analytical habits: trace a wrong AI answer through retrieval, content, and product behavior
• Collaboration as a first-class skill: raise concerns early, directly, and through agreed channels
• Build systems, not dependencies: document and train a second when becoming the only person who can

🎁 Benefits

• Medical, dental, vision with 15Five cost subsidy
• Employer paid Short-Term, Long-Term Disability, and Term Life
• Family planning support with enhanced medical plans and consultation programs
• Inclusive Benefits Stipend
• Access to mental health and wellness resources
• Flexible Time Off Program