AI Support Operations Specialist

New

JobgetherAI customer support

Based in United StatesFull-Time

Salary not disclosed

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Job Details

Demonstrated hands-on experience configuring and improving Intercom Fin, including its guidance, workflows, or procedures.
Show measurable results from Intercom Fin improvements.
Write clear, accurate, natural, and empathetic customer-facing responses.
Use sound judgment to identify incomplete, misleading, or inappropriate answers.
Identify patterns in performance data, investigate root causes, develop solutions, and measure results.
Be comfortable with technical configurations and discussing integrations, workflows, and implementation requirements with engineering teams.
Coordinate cross-functional teams, prioritize improvements, and follow through on implementation.
Familiarity with data privacy, insurance, healthcare, or other regulated service environments is an advantage.

Improve the AI support agent’s resolution rates, answer accuracy, customer satisfaction, and escalation decisions.
Collaborate with policy and product experts to keep the agent’s information current and reliable.
Analyze resolutions, escalations, and unsuccessful interactions to identify recurring issues and root causes.
Design tests before and after changes, document results, and measure their impact.
Configure AI guidance, response tone, procedures, and workflows in Intercom Fin.
Ensure customers can smoothly reach a human support specialist when needed.
Identify opportunities to expand AI support across products, services, and customer journeys.
Run targeted experiments with new Intercom features and AI support developments.
Coordinate improvements with Product, Engineering, Compliance, and internal knowledge owners.
Report performance insights, prioritize improvement requests, and establish feedback and issue-tracking processes.

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