AI Support Operations Specialist

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Maintain the AI agent’s product information by collaborating with internal policy specialists.

• Evaluate the AI agent's performance, identifying successes, shortcomings, and root causes to enhance the roadmap.

• Conduct testing on modifications pre- and post-launch, documenting the results.

• Seek opportunities to broaden the AI agent's scope into new products and intricate support processes.

• Craft and refine the AI agent’s guidance, communication style, and handoff procedures.

• Develop, test, and uphold protocols and workflows within Intercom.

• Collaborate with the Engineering team on technical integrations and related tasks.

• Ensure seamless transitions to human support when necessary.

• Monitor Intercom functionalities and advancements in AI support.

• Execute pilot programs and propose valuable innovations.

• Share insights and findings with the team.

• Coordinate knowledge updates with relevant stakeholders.

• Work closely with Product, Engineering, and Compliance on bugs, data inquiries, and new features.

• Report on AI agent performance to the Customer Care leadership team.

• Establish a feedback mechanism for reporting and resolving Customer Care issues.

⛳️ Requirements

• Experience in configuring and enhancing Intercom Fin, including Guidance, workflows, or Procedures, with demonstrable results.

• Ability to compose clear, precise, and human-centric responses.

• Skilled at recognizing patterns in data, pinpointing root causes, testing solutions, and evaluating outcomes.

• Comfortable with technical setups and can confidently converse about integrations and configurations with engineers.

• Keeps abreast of AI advancements and evaluates new tools while discerning genuine value from mere hype.

• Background in data privacy, insurance, or healthcare is a plus.

• Possesses strong integrity, intellectual curiosity, creativity, a willingness to experiment, independent thought, and receptiveness to new ideas.

🏝️ Benefits

• Fully remote work environment – work from anywhere in the world.

• Comprehensive health, income, and travel coverage via SafetyWing’s global safety net.

• A minimum of four weeks of vacation per year.

• A new laptop provided.

• Opportunity to unlock equity compensation.

• Annual home office allowance.