Applied AI Specialist
New
T
Take Command HealthHealth Insurance
United States / remote or hybrid based on company policyFull-Time
Salary75,000 - 120,000 USD per year
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Job Details
- Required Skills
- SQLBusiness AnalysisData AnalysisCustomer support
Requirements
- Experience in customer support, customer experience, operations, business analysis, knowledge management, systems, or a related role.
- Strong problem-solving skills and the ability to investigate ambiguous issues, identify patterns, and separate symptoms from root causes.
- Clear writing and communication skills, especially the ability to explain complex topics in plain language.
- Comfort working with support conversations, feedback, metrics, spreadsheets, dashboards, or other qualitative and quantitative data.
- Strong judgment around customer experience, accuracy, risk, escalation, and when an AI tool should not answer.
- Curiosity about AI tools and willingness to learn prompt writing, tool configuration, testing methods, and light technical concepts.
- Ability to work cross-functionally with business, operations, compliance, product, and technical partners.
- Ownership mindset: comfortable finding problems, proposing solutions, testing improvements, and measuring results.
- Preferred: Hands-on experience with Intercom, Intercom Fin, or other AI chatbot/agent platforms.
- Preferred: Experience in CX operations, help center management, support QA, or business analyst work.
- Preferred: Experience in health insurance, benefits administration, or regulated customer-facing environments.
- Preferred: Familiarity with prompts, APIs, SQL, structured data, or knowledge-base architecture.
Responsibilities
- Own day-to-day performance, quality, and improvement of Intercom Fin.
- Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns.
- Review unresolved or escalated conversations to identify root causes and improvement opportunities.
- Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
- Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI-powered experiences are accurate, helpful, compliant, and aligned to business goals.
- Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.
- Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.
- Help define requirements, success metrics, test plans, rollout steps, and feedback loops for AI-enabled workflows.
- Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit.
- Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.
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