AI Support Operations Specialist
SafetyWing (company site, opens in a new tab)RemoteDirect career pageEst. 8–18 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own and continuously improve the AI agent's performance by updating information, diagnosing failures, testing fixes, and expanding capabilities.
- Shape the AI agent's behavior and integration workflows to ensure clear, warm, and accurate support with smooth handoff to human agents.
- Monitor AI support trends, run pilot projects on new tools or features, and report performance and findings regularly to leadership and cross-functional teams.
Minimum Requirements
- Experience in configuring and improving Intercom Fin, including Guidance, workflows, or Procedures, with demonstrable results.
- Ability to analyze data to identify root causes, test fixes, and measure impact of AI support improvements.
- Technical comfort to collaborate with engineers on integrations and configurations.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Pragmatic operator who uses data-driven insights to improve AI support agent performance and user experience.
- Experienced in working cross-functionally with product, engineering, compliance, and customer care teams to implement changes and monitor outcomes.
- Familiarity with AI support tools and trends, capable of distinguishing practical value from hype and piloting new capabilities.