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
• The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with
• Experience identifying patterns in performance data, investigating root causes, developing
• Comfort with technical configurations and the ability to discuss integrations, workflows, and
• A strong interest in AI-powered support technologies, a willingness to experiment with new tools
• The 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.
• Access to the organization's own global safety net, including worldwide health, income, and travel
• A minimum of four weeks of vacation per year.
• Receive a new laptop to support your work.
• Opportunities to access equity compensation, subject to eligibility and applicable terms.
• Potential access to a yearly home office allowance.