AI Support Operations Specialist

📋 Description

• Take ownership of the AI support agent's effectiveness, identifying opportunities to improve
• Collaborate with internal policy and product experts to ensure the AI agent has access to current
• Review successful resolutions, escalations, and unsuccessful interactions to identify recurring
• Design and conduct tests before and after implementing changes, document results, and evaluate
• Develop and refine AI guidance, response tone, procedures, and workflows within Intercom Fin to
• Ensure customers can reach a human support specialist smoothly whenever their requests require

🎯 Requirements

• Hands-on experience configuring and improving Intercom Fin, including its guidance, workflows, or
• Excellent communication and writing skills, producing clear, accurate, natural, and empathetic
• Analytical and problem-solving abilities, identifying patterns in performance data, investigating
• Technical confidence, comfortable with technical configurations and discussing integrations
• AI knowledge and curiosity, with a strong interest in AI-powered support technologies and ability
• Project and stakeholder management skills, translating findings into clear recommendations

🎁 Benefits

• Fully remote work from anywhere in the world within a globally distributed team.
• Global health and travel coverage, including worldwide health, income, and travel coverage, subject
• Generous paid time off with a minimum of four weeks of vacation per year.
• Equipment provided, including a new laptop.
• Potential equity compensation, subject to eligibility and applicable terms.
• Home office support with potential access to a yearly home office allowance.