AI Support Operations Specialist

New

SafetyWingCustomer support AI

This is a full-time position, and we’re hiring globally., Comfortable working async and across time zones.Full-Time

SalaryA yearly salary of $50,000 USD paid monthly

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Job Details

Have experience working with AI tools, ideally in customer support or product operations.
Have excellent English writing skills and be able to explain complex topics simply.
Bring strong attention to detail and a systematic approach to problem-solving.
Be curious and willing to learn new tools and technologies quickly.
Be comfortable working with data and using it to make decisions.
Be able to work independently in a fully remote, async environment.
Experience with Intercom or similar support platforms is a plus, but not required.
Familiarity with SafetyWing products, including Nomad Insurance or Remote Health, is a plus.

Own and manage SafetyWing’s AI support agent in Intercom Fin, including its answers, tone, and accuracy.
Design, test, and improve customer journeys through the AI agent, from first question to resolution or handoff to a human.
Maintain the AI agent’s product knowledge base, updating it with product changes and customer feedback.
Track and analyze AI agent performance, including resolution rate, customer satisfaction, and common failure points.
Identify knowledge gaps and content improvements that reduce customer confusion and repeat questions.
Collaborate with Customer Care to define when and how the AI agent hands off to a human.
Work with Product, Engineering, and Compliance to ensure the AI agent’s answers are accurate, up to date, and compliant.
Lead or contribute to AI projects, including launching features, testing prompts, and improving automation.
Share learnings and insights with the wider team to strengthen AI support operations.

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