2 days ago
New York, NY, USA +2 more
Mid Level / Senior
H1B Sponsor
Base Salary
$131k - $165k/yr
Responsibilities
- Design and optimize conversation flows and handoff behaviors for AI and human support.
- Configure and maintain Fin's guidance rules to enhance AI response quality.
- Build and maintain integrations between Fin and external systems like Stripe.
- Design and troubleshoot automated workflows for transactional support actions.
- Manage Fin's email setup to ensure consistent AI support quality.
- Monitor AI support effectiveness through metrics like resolution rates and CSAT.
- Provide input on the Fin optimization roadmap based on hands-on experience.
- Collaborate with the AI Support Systems team on technical dependencies.
Requirements
- 3+ years of experience in support operations or similar roles.
- Hands-on experience configuring AI agents or chatbots, preferably in Intercom.
- Strong understanding of conversation design principles.
- Technical comfort with integrations, APIs, and workflow builders.
- Attention to detail in ensuring safe execution paths for AI actions.
- Data-driven approach to evaluate AI capabilities using relevant metrics.
- Ability to manage multiple projects simultaneously.
- Clear communication skills for both technical and non-technical stakeholders.
- Ability to thrive in a fast-paced, evolving environment.
- Genuine interest in AI and its potential in customer support.
Benefits
- Competitive compensation and benefits.
- Optional equity donation matching.
- Generous vacation and parental leave.
- Flexible working hours.
- Collaborative office space.
Categories
AI & MLBackend