AI Support Operations Specialist

📋 Description

• Optimize AI support agent performance, including resolution rates, answer accuracy, customer
• Maintain accurate knowledge by collaborating with internal policy and product experts
• Analyze performance data, identify root causes of issues, and prioritize improvements
• Design and conduct tests for enhancements, document results, and evaluate impact
• Configure AI guidance, response tone, procedures, and workflows within Intercom Fin
• Improve human handoff processes for smooth escalation when needed

🎯 Requirements

• Hands-on Intercom Fin experience with measurable results
• Excellent communication and writing skills for clear, empathetic customer responses
• Analytical and problem-solving abilities to identify patterns and develop solutions
• Technical confidence to discuss integrations, workflows, and implementation with engineering teams
• AI knowledge and curiosity, ability to distinguish practical innovations
• Project and stakeholder management skills for cross-functional coordination

🎁 Benefits

• Fully remote work from anywhere in the world
• Global health and travel coverage
• Generous paid time off (minimum four weeks vacation per year)
• Equipment provided (new laptop)
• Potential equity compensation
• Home office support (yearly allowance)