What you’ll do
Leverage and Test AI-Driven Knowledge
- Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content.
- Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed.
- Provide feedback loops and insights to inform content updates based on how users interact with AI systems.
Enhance the Internal AI Copilot
- Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently.
- Ensure the Copilot can answer internal process, policy, and ownership questions effectively.
Optimize Support’s AI Chatbot Workflows
- Own and refine chatbot workflows, guidance, and custom answers within Intercom.
- Use data and real-time behavior to continuously iterate and improve.
Develop Deep Product and Customer Understanding
- Use exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities.
- Build strong internal product expertise to anticipate customer needs and support gaps.
Leverage Data for Continuous Improvement
- Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements.
- Report actionable insights to stakeholders to drive buy-in and alignment.
Design and Optimize Conversational Flows
- Design personalized and effective conversational flows using Intercom’s AI capabilities.
- Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation.
Drive Strategic AI Design and Impact
- Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction.
- Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints.
- Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic.
Align with Cross-Functional Roadmaps
- Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows.
- Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios.
Stay Close to Customer Challenges Through Support
- Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language.
How to be successful in this role
Support Expertise
- Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred).
AI Experience
- Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization.
Content Creation & Curation
- Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation).
Problem-Solving & Iteration
- Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly.
Product & Process Knowledge
- Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot).
Cross-Functional Collaboration
- Experience working with teams across Product, Engineering, and GTM to align AI and support strategies.
Data-Driven Mindset
- Ability to interpret AI performance data, identify trends, and make insights-driven decisions.
Bonus Technical Skills
- Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript).
Additional Requirements
- Open to using AI to amplify their skills and strengthen their work.
- Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
Compensation & Benefits
- Industry-competitive salary and equity
- Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
- 16 weeks paid Parental Leave for all new parents
- Health & wellness stipend
- Remote workspace, internet, and cellphone stipend
- Commuter benefits for team members who report to the SF and NYC office
- Family planning benefits
- Matching 401(k) contribution with immediate vesting
- Flexible PTO policy, plus 80 hours of Sick Time
- 11 company-paid holidays