AI Support Operations Specialist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an AI Support Operations Specialist based in Italy. Are you passionate about artificial intelligence, customer experience, and building smarter support solutions? This opportunity allows you to take ownership of an AI-powered customer support agent and continuously improve its performance, accuracy, and effectiveness. You will work at the intersection of AI operations, customer care, product development, and technical implementation in a fully remote, international environment. Your work will help deliver faster, more reliable, and more human customer interactions while ensuring seamless escalation to human support when needed. By analyzing performance data, refining workflows, and testing emerging technologies, you will directly influence how AI transforms customer service. This role is ideal for a curious, analytical, and proactive professional who enjoys experimenting, solving complex problems, and turning insights into measurable improvements. Accountabilities - Optimize AI Support Performance: Take ownership of the AI support agent's effectiveness, identifying opportunities to improve resolution rates, answer accuracy, customer satisfaction, and escalation decisions. - Maintain Accurate Knowledge: Collaborate with internal policy and product experts to ensure the AI agent has access to current, reliable information and provides consistent, accurate responses. - Analyze Performance and Identify Root Causes: Review successful resolutions, escalations, and unsuccessful interactions to identify recurring issues, investigate underlying causes, and prioritize improvements.

- Test and Measure Enhancements: Design and conduct tests before and after implementing changes, document results, and evaluate their impact on the AI agent's performance. - Configure AI Behavior and Workflows: Develop and refine AI guidance, response tone, procedures, and workflows within Intercom Fin to ensure interactions are clear, empathetic, accurate, and aligned with established service standards. - Improve Human Handoffs: Ensure customers can reach a human support specialist smoothly whenever their requests require additional expertise, judgment, or personalized assistance. - Expand AI Capabilities: Identify opportunities to introduce AI support across additional products, services, and more complex customer journeys. - Monitor Emerging AI Technologies: Stay informed about new Intercom features and developments in AI-powered customer support, run targeted experiments, and recommend practical innovations based on their demonstrated value. - Coordinate Cross-Functional Improvements: Work closely with Product, Engineering, Compliance, and internal knowledge owners to resolve issues, clarify data requirements, implement integrations, and improve the AI agent's capabilities. - Communicate Results and Build Feedback Loops: Report performance insights and recommendations to Customer Care leadership, prioritize improvement requests, and establish a clear process for teams to flag issues and track their resolution. Requirements - Hands-On Intercom Fin Experience: Demonstrated experience configuring and improving Intercom Fin, including its guidance, workflows, or procedures, with measurable results to show for your work. - Excellent Communication and Writing Skills: The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong judgment about when an answer is incomplete, misleading, or inappropriate. - Analytical and Problem-Solving Abilities: Experience identifying patterns in performance data, investigating root causes, developing solutions, and measuring whether changes deliver the intended results.