AI Support Operations Specialist

📋 Description

• Optimize the AI support agent's effectiveness, identifying opportunities to improve resolution
• 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
• Configure AI guidance, response tone, procedures, and workflows within Intercom Fin to ensure
• Ensure customers can reach human support specialists smoothly when requests require expertise

🎯 Requirements

• Demonstrated experience configuring and improving Intercom Fin, including guidance, workflows, or
• Excellent communication and writing skills to produce clear, natural, empathetic customer-facing
• Analytical and problem-solving abilities to identify data patterns, investigate root causes
• Technical confidence to discuss integrations, workflows, and implementation requirements with
• Strong interest in AI-powered support technologies, willingness to experiment with new tools, and
• Project and stakeholder management skills to translate findings into recommendations, coordinate

🎁 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 vacation per year.
• Equipment provided including a new laptop.
• Potential equity compensation subject to eligibility and terms.
• Home office support with potential yearly allowance.