Applied AI Specialist

About Take Command

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. We help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Health insurance is often confusing, frustrating, and even emotional. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

Department: Enterprise Operations
Employment Type: Full-time
Location: United States / remote or hybrid based on company policy
Salary Range: $75,000–$120,000 base salary, depending on experience, skills, location, and internal equity

Take Command is looking for an Applied AI Specialist to help us apply AI in practical, measurable ways across our business. This role will start with primary ownership of Intercom Fin — improving how it supports customers today and exploring how it can support more advanced experiences in the future.

We are looking for someone curious about AI, understands customer or member support workflows, and enjoys turning messy operational problems into clear, scalable solutions. You do not need to be an AI engineer to be successful in this role. We want someone who can learn quickly, think analytically, write clearly, collaborate across teams, and develop deeper technical skills over time.

• 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 judgment 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: comfortable finding problems, proposing solutions, testing improvements, and measuring whether they worked.

• Hands‑on experience with Intercom, Intercom Fin, or another AI chatbot / AI agent platform.
• Experience configuring, monitoring, testing, or improving Fin (or similar) responses, help center content, macros, workflows, or support automations.
• Experience in CX operations, help center management, support QA, business operations, or business analyst work.
• Experience with health…