AI Support Operations Specialist

📋 Description

• Optimize AI support agent's effectiveness, identifying opportunities to improve resolution rates
• 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
• Ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong
• Experience identifying patterns in performance data, investigating root causes, developing
• Comfort with technical configurations and the ability to discuss integrations, workflows, and
• Strong interest in AI-powered support technologies, willingness to experiment with new tools, and
• Ability to translate findings into clear recommendations, coordinate cross-functional teams

🎁 Benefits

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