AI Support Operations Specialist

📋 Description

• Optimize AI support performance, identifying opportunities to improve resolution rates, answer
• Collaborate with internal policy and product experts to maintain accurate knowledge and ensure
• Analyze performance data to identify root causes of issues and prioritize improvements.
• Design and conduct tests to measure the impact of changes on AI agent performance.
• Configure AI behavior and workflows within Intercom Fin to ensure clear, empathetic, and accurate
• Improve human handoff processes to ensure seamless escalation when needed.

🎯 Requirements

• Hands-on experience configuring and improving Intercom Fin, including guidance, workflows, and
• Excellent communication and writing skills for clear, accurate, natural, and empathetic
• Analytical and problem-solving abilities, including identifying patterns, investigating root
• Technical confidence to discuss integrations, workflows, and implementation with engineering teams.
• AI knowledge and curiosity, with willingness to experiment with new tools.
• Project and stakeholder management abilities to coordinate cross-functional teams and prioritize

🎁 Benefits

• Fully remote work within a globally distributed team.
• Global health and travel coverage, including worldwide health, income, and travel coverage.
• Generous paid time off with a minimum of four weeks of vacation per year.
• Equipment provided, including a new laptop.
• Potential equity compensation, subject to eligibility and terms.
• Home office support with potential yearly allowance.