AI Support Operations Specialist

Accountabilities Optimize AI Support Performance: Take ownership of the AI support agent's effectiveness, identifying opportunities to improve resolution rates, answer accuracy, customer satisfaction, and escalation decisions. Maintain Accurate Knowledge: Collaborate with internal policy and product experts to ensure the AI agent has access to current, reliable information and provides consistent, accurate responses. Analyze Performance and Identify Root Causes: Review successful resolutions, escalations, and unsuccessful interactions to identify recurring issues, investigate underlying causes, and prioritize improvements. Test and Measure Enhancements: Design and conduct tests before and after implementing changes, document results, and evaluate their impact on the AI agent's performance. Configure AI Behavior and Workflows: Develop and refine AI guidance, response tone, procedures, and workflows within Intercom Fin to ensure interactions are clear, empathetic, accurate, and aligned with established service standards. Improve Human Handoffs: Ensure customers can reach a human support specialist smoothly whenever their requests require additional expertise, judgment, or personalized assistance. Expand AI Capabilities: Identify opportunities to introduce AI support across additional products, services, and more complex customer journeys. Monitor Emerging AI Technologies: Stay informed about new Intercom features and developments in AI-powered customer support, run targeted experiments, and recommend practical innovations based on their demonstrated value. Coordinate Cross-Functional Improvements: Work closely with Product, Engineering, Compliance, and internal knowledge owners to resolve issues, clarify data requirements, implement integrations, and improve the AI agent's capabilities. Communicate Results and Build Feedback Loops: Report performance insights and recommendations to Customer Care leadership, prioritize improvement requests, and establish a clear process for teams to flag issues and track their resolution. Requirements Hands-On Intercom Fin Experience: Demonstrated experience configuring and improving Intercom Fin, including its guidance, workflows, or procedures, with measurable results to show for your work. Excellent Communication and Writing Skills: The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong judgment about when an answer is incomplete, misleading, or inappropriate. Analytical and Problem-Solving Abilities: Experience identifying patterns in performance data, investigating root causes, developing solutions, and measuring whether changes deliver the intended results. Technical Confidence: Comfort with technical configurations and the ability to discuss integrations, workflows, and implementation requirements effectively with engineering teams. AI Knowledge and Curiosity: A strong interest in AI-powered support technologies, a willingness to experiment with new tools, and the ability to distinguish practical innovations from unproven hype. Project and Stakeholder Management: The ability to translate findings into clear recommendations, coordinate cross-functional teams, prioritize improvements, and follow through on implementation. Adaptability and Initiative: A proactive, independent mindset, intellectual curiosity, creativity, integrity, and a willingness to test new approaches and learn from setbacks. Customer-Centric Approach: A genuine commitment to improving customer experiences through reliable, accessible, and thoughtful support. Preferred Industry Experience: Familiarity with data privacy, insurance, healthcare, or other regulated service environments is an advantage. Mission Alignment: An interest in building accessible, globally relevant services that help people work and live across geographical borders. Benefits Fully Remote Work: Work from anywhere in the world within a globally distributed team. Global Health and Travel Coverage: Access to