AI Support Operations Specialist

📋 Description

• Optimize AI Support Performance: Take ownership of the AI support agent's effectiveness
• Maintain Accurate Knowledge: Collaborate with internal policy and product experts to ensure the AI
• Analyze Performance and Identify Root Causes: Review successful resolutions, escalations, and
• Test and Measure Enhancements: Design and conduct tests before and after implementing changes
• Configure AI Behavior and Workflows: Develop and refine AI guidance, response tone, procedures, and
• Improve Human Handoffs: Ensure customers can reach a human support specialist smoothly whenever

🎯 Requirements

• Hands-On Intercom Fin Experience: Demonstrated experience configuring and improving Intercom Fin
• Excellent Communication and Writing Skills: The ability to produce clear, accurate, natural, and
• Analytical and Problem-Solving Abilities: Experience identifying patterns in performance data
• Technical Confidence: Comfort with technical configurations and the ability to discuss
• AI Knowledge and Curiosity: A strong interest in AI-powered support technologies, a willingness to
• Project and Stakeholder Management: The ability to translate findings into clear recommendations

🎁 Benefits

• Fully Remote Work: Work from anywhere in the world within a globally distributed team.
• Global Health and Travel Coverage: Access to the organization's own global safety net, including
• Generous Paid Time Off: A minimum of four weeks of vacation per year.
• Equipment Provided: Receive a new laptop to support your work.
• Potential Equity Compensation: Opportunities to access equity compensation, subject to eligibility
• Home Office Support: Potential access to a yearly home office allowance.