AI Support Operations Specialist

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an AI Support Operations Specialist based in United States.** Are you passionate about artificial intelligence, customer experience, and building smarter support solutions? This opportunity allows you to take ownership of an AI-powered customer support agent and continuously improve its performance, accuracy, and effectiveness. You will work at the intersection of AI operations, customer care, product development, and technical implementation in a fully remote, international environment. Your work will help deliver faster, more reliable, and more human customer interactions while ensuring seamless escalation to human support when needed. By analyzing performance data, refining workflows, and testing emerging technologies, you will directly influence how AI transforms customer service. This role is ideal for a curious, analytical, and proactive professional who enjoys experimenting, solving complex problems, and turning insights into measurable improvements. ### 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 the organization's own global safety net, including worldwide health, income, and travel coverage, subject to applicable plan terms. - **Generous Paid Time Off:** A minimum of four weeks of vacation per year. - **Equipment Provided:** Receive a new laptop to support your work. - **Potential Equity Compensation:** Opportunities to access equity compensation, subject to eligibility and applicable terms. - **Home Office Support:** Potential access to a yearly home office allowance. - **International Collaboration:** Work with colleagues across multiple time zones in a remote-first environment. - **Meaningful Impact:** Help shape the future of AI-powered customer service while contributing to the development of more accessible global services. - **Full-Time Permanent Employment:** Join a long-term opportunity within the Customer Service function.