AI Support Operations Specialist

📋 Description

• Optimize AI support agent performance, improving resolution rates, answer accuracy, customer
• Maintain accurate knowledge for the AI agent by collaborating with internal policy and product
• Analyze performance data to identify recurring issues, investigate root causes, and prioritize
• Design and conduct tests before and after implementing changes, documenting results and evaluating
• Configure AI behavior and workflows within Intercom Fin to ensure clear, empathetic, and accurate
• Improve human handoff processes to ensure smooth escalation when needed.

🎯 Requirements

• Hands-on experience configuring and improving Intercom Fin.
• Excellent communication and writing skills for customer-facing responses.
• Analytical and problem-solving abilities to identify patterns and measure changes.
• Technical confidence to discuss integrations and workflows with engineering teams.
• Strong interest in AI-powered support technologies and experimentation.
• Project and stakeholder management skills to coordinate cross-functional teams.

🎁 Benefits

• Fully remote work from anywhere in the world.
• Global health, income, and travel coverage.
• Minimum of four weeks paid vacation per year.
• New laptop provided.
• Potential equity compensation.
• Potential yearly home office allowance.