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

• Demonstrated experience configuring and improving Intercom Fin, including its guidance, workflows
• Excellent communication and writing skills, with the ability to produce clear, accurate, natural
• Analytical and problem-solving abilities, including experience identifying patterns in performance
• Technical confidence, with comfort in technical configurations and the ability to discuss
• AI knowledge and curiosity, including a strong interest in AI-powered support technologies
• Project and stakeholder management skills, with the ability to translate findings into clear

🎁 Benefits

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