AI Optimization Specialist

Role Overview

• 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.
• 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.
• Optimize Support’s AI Chatbot Workflows: Own and refine chatbot workflows, guidance, and custom answers within Intercom.
• Develop Deep Product and Customer Understanding: Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities.
• Leverage Data for Continuous Improvement: Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements.
• Design and Optimize Conversational Flows: Design personalized and effective conversational flows using Intercom’s AI capabilities.
• 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.
• 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.
• 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.

Requirements

• 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) that feeds both chatbot and Copilot accuracy.
• 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) and how product areas interact.
• 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 to optimize chatbot and Copilot performance.
• Bonus Technical Skills: Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to work more deeply with AI workflows and configurations. Not required, but helpful for advanced use cases or future evolution of the role.
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

Tech Stack

• JavaScript
• Python

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
• Virtual team building activities, lunch and learns, and other company-wide events!