Applied AI Specialist

Responsibilities

• Own day‑to‑day performance, quality, and improvement of Intercom Fin.
• Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns.
• Review unresolved or escalated conversations to identify root causes and improvement opportunities.
• Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
• Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI‑powered experiences are accurate, helpful, compliant, and aligned to business goals.
• Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.
• Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.
• Help define requirements, success metrics, test plans, rollout steps, and feedback loops for AI‑enabled workflows.
• Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit.
• Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.

• Experience in customer support, customer experience, operations, business analysis, knowledge management, systems, or a related role.
• Strong problem‑solving skills and the ability to investigate ambiguous issues, identify patterns, and separate symptoms from root causes.
• Clear writing and communication skills, especially the ability to explain complex topics in plain language.
• Comfort working with support conversations, feedback, metrics, spreadsheets, dashboards, or other qualitative and quantitative data.
• Strong judgement around customer experience, accuracy, risk, escalation, and when an AI tool should not answer.
• Curiosity about AI tools and willingness to learn prompt writing, tool configuration, testing methods, and light technical concepts.
• Ability to work cross‑functionally with business, operations, compliance, product, and technical partners.
• Ownership mindset: you are comfortable finding problems, proposing solutions, testing improvements, and measuring whether they worked.

Demonstrates expertise in customer support and experience management, with a strong focus on problem‑solving, data analysis, and cross‑functional collaboration. Proficient in evaluating AI tools and improving workflows to enhance user experience and operational efficiency.