AI Support Operations Specialist
ppstrongThis 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. /strong /ppAre 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. /p /brbAccountabilities /bpullistrongOptimize AI Support Performance: /strong Take ownership of the AI support agent's effectiveness, identifying opportunities to improve resolution rates, answer accuracy, customer satisfaction, and escalation decisions. /lilistrongMaintain Accurate Knowledge: /strong Collaborate with internal policy and product experts to ensure the AI agent has access to current, reliable information and provides consistent, accurate responses. /lilistrongAnalyze Performance and Identify Root Causes: /strong Review successful resolutions, escalations, and unsuccessful interactions to identify recurring issues, investigate underlying causes, and prioritize improvements. /lilistrongTest and Measure Enhancements: /strong Design and conduct tests before and after implementing changes, document results, and evaluate their impact on the AI agent's performance. /lilistrongConfigure AI Behavior and Workflows: /strong 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. /lilistrongImprove Human Handoffs: /strong Ensure customers can reach a human support specialist smoothly whenever their requests require additional expertise, judgment, or personalized assistance. /lilistrongExpand AI Capabilities: /strong Identify opportunities to introduce AI support across additional products, services, and more complex customer journeys. /lilistrongMonitor Emerging AI Technologies:
/strong 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. /lilistrongCoordinate Cross-Functional Improvements: /strong 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. /lilistrongCommunicate Results and Build Feedback Loops: /strong 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. /li /ulh3Requirements /h3ullistrongHands-On Intercom Fin Experience: /strong Demonstrated experience configuring and improving Intercom Fin, including its guidance, workflows, or procedures, with measurable results to show for your work. /lilistrongExcellent Communication and Writing Skills: /strong The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong judgment about when an answer is incomplete, misleading, or inappropriate. /lilistrongAnalytical and Problem-Solving Abilities: /strong Experience identifying patterns in performance data, investigating root causes, developing solutions, and measuring whether changes deliver the intended results. /lilistrongTechnical Confidence: /strong Comfort with technical configurations and the ability to discuss integrations, workflows, and implementation requirements effectively with engineering teams. /lilistrongAI Knowledge and Curiosity: /strong A strong interest in AI-powered support technologies, a willingness to experiment with new tools, and the ability to distinguish practical innovations from unproven hype. /lilistrongProject and Stakeholder Management: /strong The ability to translate findings into clear recommendations, coordinate cross-functional teams, prioritize improvements, and follow through on implementation. /lilistrongAdaptability and Initiative: /strong A proactive, independent mindset, intellectual curiosity, creativity, integrity, and a willingness to test new approaches and learn from setbacks.
/lilistrongCustomer-Centric Approach: /strong A genuine commitment to improving customer experiences through reliable, accessible, and thoughtful support. /lilistrongPreferred Industry Experience: /strong Familiarity with data privacy, insurance, healthcare, or other regulated service environments is an advantage. /lilistrongMission Alignment: /strong An interest in building accessible, globally relevant services that help people work and live across geographical borders. /li /ulh3Benefits /h3ullistrongFully Remote Work: /strong Work from anywhere in the world within a globally distributed team. /lilistrongGlobal Health and Travel Coverage: /strong Access to the organization's own global safety net, including worldwide health, income, and travel coverage, subject to applicable plan terms. /lilistrongGenerous Paid Time Off: /strong A minimum of four weeks of vacation per year. /lilistrongEquipment Provided: /strong Receive a new laptop to support your work. /lilistrongPotential Equity Compensation: /strong Opportunities to access equity compensation, subject to eligibility and applicable terms. /lilistrongHome Office Support: /strong Potential access to a yearly home office allowance. /lilistrongInternational Collaboration: /strong Work with colleagues across multiple time zones in a remote-first environment. /lilistrongMeaningful Impact: /strong Help shape the future of AI-powered customer service while contributing to the development of more accessible global services. /lilistrongFull-Time Permanent Employment: /strong Join a long-term opportunity within the Customer Service function. /li /ul /p /brpstrongHow Jobgether works: /strong /ppWe use an strongAI-powered matching process /strong to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. /ppWe appreciate your interest and wish you the best! /ppa Why Apply Through Jobgether? /a /ppstrongData Privacy Notice: /strong By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. /pp#LI-CL1 /p /p #J-18808-Ljbffr
/strong 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. /lilistrongCoordinate Cross-Functional Improvements: /strong 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. /lilistrongCommunicate Results and Build Feedback Loops: /strong 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. /li /ulh3Requirements /h3ullistrongHands-On Intercom Fin Experience: /strong Demonstrated experience configuring and improving Intercom Fin, including its guidance, workflows, or procedures, with measurable results to show for your work. /lilistrongExcellent Communication and Writing Skills: /strong The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong judgment about when an answer is incomplete, misleading, or inappropriate. /lilistrongAnalytical and Problem-Solving Abilities: /strong Experience identifying patterns in performance data, investigating root causes, developing solutions, and measuring whether changes deliver the intended results. /lilistrongTechnical Confidence: /strong Comfort with technical configurations and the ability to discuss integrations, workflows, and implementation requirements effectively with engineering teams. /lilistrongAI Knowledge and Curiosity: /strong A strong interest in AI-powered support technologies, a willingness to experiment with new tools, and the ability to distinguish practical innovations from unproven hype. /lilistrongProject and Stakeholder Management: /strong The ability to translate findings into clear recommendations, coordinate cross-functional teams, prioritize improvements, and follow through on implementation. /lilistrongAdaptability and Initiative: /strong A proactive, independent mindset, intellectual curiosity, creativity, integrity, and a willingness to test new approaches and learn from setbacks.
/lilistrongCustomer-Centric Approach: /strong A genuine commitment to improving customer experiences through reliable, accessible, and thoughtful support. /lilistrongPreferred Industry Experience: /strong Familiarity with data privacy, insurance, healthcare, or other regulated service environments is an advantage. /lilistrongMission Alignment: /strong An interest in building accessible, globally relevant services that help people work and live across geographical borders. /li /ulh3Benefits /h3ullistrongFully Remote Work: /strong Work from anywhere in the world within a globally distributed team. /lilistrongGlobal Health and Travel Coverage: /strong Access to the organization's own global safety net, including worldwide health, income, and travel coverage, subject to applicable plan terms. /lilistrongGenerous Paid Time Off: /strong A minimum of four weeks of vacation per year. /lilistrongEquipment Provided: /strong Receive a new laptop to support your work. /lilistrongPotential Equity Compensation: /strong Opportunities to access equity compensation, subject to eligibility and applicable terms. /lilistrongHome Office Support: /strong Potential access to a yearly home office allowance. /lilistrongInternational Collaboration: /strong Work with colleagues across multiple time zones in a remote-first environment. /lilistrongMeaningful Impact: /strong Help shape the future of AI-powered customer service while contributing to the development of more accessible global services. /lilistrongFull-Time Permanent Employment: /strong Join a long-term opportunity within the Customer Service function. /li /ul /p /brpstrongHow Jobgether works: /strong /ppWe use an strongAI-powered matching process /strong to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. /ppWe appreciate your interest and wish you the best! /ppa Why Apply Through Jobgether? /a /ppstrongData Privacy Notice: /strong By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. /pp#LI-CL1 /p /p #J-18808-Ljbffr