AI Optimization Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Utilize and Evaluate AI-Driven Knowledge: Collaborate with Customer Education to ensure that AI tools (such as chatbot and Copilot) utilize the most effective and accurate content.

• Improve the Internal AI Copilot: Develop and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to assist the support team in resolving customer issues swiftly and confidently.

• Streamline Support’s AI Chatbot Workflows: Take ownership of and refine chatbot workflows, guidance, and tailored responses within Intercom.

• Cultivate In-Depth Product and Customer Insights: Leverage your exposure to customer interactions to enhance AI responses and pinpoint high-value improvement opportunities.

• Utilize Data for Ongoing Enhancement: Examine chatbot and Copilot performance data to identify friction points and prioritize enhancements.

• Create and Refine Conversational Flows: Develop personalized and effective conversational flows leveraging Intercom’s AI capabilities.

• Propel Strategic AI Design and Impact: Take ownership of and continuously enhance how AI manages inbound support interactions, concentrating on improving resolution rates, accuracy, and customer satisfaction.

• Align with Cross-Functional Roadmaps: Collaborate with Product, Engineering, and Design teams to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are ready to support new or updated customer-facing workflows.

• Remain Engaged with Customer Challenges Through Support: Manage a small volume of support tickets to maintain a connection to real customer challenges, deepen product expertise, and identify opportunities for enhancing AI flows based on actual user needs and language.

⛳️ Requirements

• Expertise in Support: Demonstrated experience in technical troubleshooting and managing customer inquiries (TSS/SR TSS preferred).

• Experience with AI: Familiarity with AI-powered support tools and a strong desire to develop expertise in chatbot design, automation, and conversation optimization.

• Content Creation & Curation Skills: Excellent writing and organizational abilities for creating and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation) that enhances chatbot and Copilot accuracy.

• Problem-Solving & Iteration Skills: Proven ability to identify gaps, anticipate edge cases, and iterate promptly.

• Knowledge of Product & Processes: Acquaintance with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interrelate.

• Cross-Functional Collaboration Experience: Background in working with teams across Product, Engineering, and GTM to align AI and support strategies.

• Data-Driven Mindset: Capability to interpret AI performance data, recognize trends, and make insights-driven decisions to enhance chatbot and Copilot performance.

• Preferred Technical Skills: Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to engage more deeply with AI workflows and configurations. Not mandatory, but advantageous for advanced use cases or future evolution of the role.

• Must have authorization to work in the U.S. without the need for current or future employer sponsorship.

🏝️ Benefits

• Industry-competitive salary and equity

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans

• 16 weeks of paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Commuter benefits for team members who work from the SF and NYC office

• Family planning benefits

• Matching 401(k) contribution with immediate vesting

• Flexible PTO policy, along with 80 hours of Sick Time

• 11 company-paid holidays

• Virtual team building activities, lunch and learns, and other company-wide events!