AI Support Operations Specialist

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Remote, Remote

🌎 About this Role

👩‍💻 What you’ll do:

• Make sure our AI agent always has the most up to date information about our products, by checking with our internal policy experts
• Look at where it succeeds, hands off or misses, find the root cause and add it to our roadmap
• Test changes before and after launch, and keep record of what changed and what it achieved
• Spot the next opportunities to expand the AI agent into new products and more complex support journeys

• Write and refine the AI agents guidance, tone, and handoff behavior so every answer sounds like SafetyWing: warm, clear, and accurate
• Build, test, and maintain procedures and Intercom workflows, and partner with Engineering when you need integrations or technical work
• Make sure members reach a person smoothly whenever the AI agent isnt the right one to help

• Keep track of new Intercom capabilities and the wider AI support field
• Separate real breakthroughs from hype, run small pilots, and recommend what we should adopt next
• Share what you learn in a way the team can act on right away

• Turn your findings into clear, prioritized requests for knowledge owners, and coordinate the updates that improve the AI agents answers
• Work with Product, Engineering, and Compliance on bugs, data questions, and new capabilities.
• Report on the AI agents performance to Customer Care leadership
• Build a feedback loop so anyone in Customer Care can flag an issue and see how it was resolved

• Has configured and improved Intercom Fin, including Guidance, workflows, or Procedures, and can show the results
• Writes responses that are clear, accurate, and human, and can tell when one isnt
• Finds patterns in the data, gets to the root cause, tests a fix, and measures whether it worked
• Is comfortable with technical setup and can talk through integrations and configuration confidently with engineers
• Follows AI closely and tests new tools, but can tell hype from real value
• Brings teams together with clear evidence and simple explanations, and follows through
• Extra-shine if you have experience with data privacy, insurance or healthcare
  
  

• Want to help build a global social safety net on the Internet
• Think for themselves instead of copying others
• Are willing to try new things, even with the risk of failure
• Are intellectually curious and open to new ideas
• Are creative and bold in the face of any problems
• Have strong integrity and do the right thing

🧘 Benefits beyond base pay:

• Fully remote work environment – work from anywhere globally
• Our own global safety net, giving you worldwide health, income, and travel coverage
• A minimum of four weeks of vacation per year
• A new laptop
• Potential to unlock equity compensation, yearly home office allowance and more!