S
AI Support Operations Specialist
Contract type
Ongoing
Work mode
Remote · Worldwide
Experience
3 years
Job description
Own and improve SafetyWing's AI support agent built on Intercom Fin, making it sharper, more helpful and more human, and measuring the difference it makes for members.
At a glance
- Work mode
- Remote · Worldwide
What you'll do
- Make sure the AI agent always has the most up to date information about products by checking with internal policy experts
- Look at where the AI agent succeeds, hands off or misses, find the root cause and add it to the roadmap
- Test changes before and after launch, and keep record of what changed and what it achieved
- Spot opportunities to expand the AI agent into new products and more complex support journeys
- Write and refine the AI agent's guidance, tone, and handoff behavior so every answer sounds like SafetyWing: warm, clear, and accurate
- Build, test, and maintain procedures and Intercom workflows, and partner with Engineering on integrations or technical work
- Make sure members reach a person smoothly whenever the AI agent isn't the right one to help
- Keep track of new Intercom capabilities and the wider AI support field
- Separate real breakthroughs from hype, run small pilots, and recommend what to adopt next
- Share learnings in a way the team can act on right away
- Turn findings into clear, prioritized requests for knowledge owners and coordinate updates that improve the AI agent's answers
- Work with Product, Engineering, and Compliance on bugs, data questions, and new capabilities
- Report on the AI agent's performance to Customer Care leadership
- Build a feedback loop so anyone in Customer Care can flag an issue and see how it was resolved
What we're looking for
- Has configured and improved Intercom Fin, including Guidance, workflows, or Procedures, and can show the results
- Writes responses that are clear, accurate, and human, and can tell when one isn't
- Finds patterns in the data, gets to the root cause, tests a fix, and measures whether it worked
- Is comfortable with technical setup and can talk through integrations and configuration confidently with engineers
- Follows AI closely and tests new tools, but can tell hype from real value
- Brings teams together with clear evidence and simple explanations, and follows through
Nice to have
- Experience with data privacy, insurance or healthcare
Your team
Customer Care
Benefits
- Fully remote work environment – work from anywhere globally
- Our own global safety net, giving you worldwide health, income, and travel coverage
- A minimum of four weeks of vacation per year
- A new laptop
- Potential to unlock equity compensation, yearly home office allowance and more
Apply
About SafetyWing
SafetyWing is building a global social safety net for remote workers—simple health, insurance, and retirement products designed to replace national welfare systems.
Mission
To remove geographical borders as a barrier to equal opportunity and freedom for everyone.
Key facts
- YC W18
What they value
- Want to help build a global social safety net on the Internet
- Think for themselves instead of copying others
- Are willing to try new things, even with the risk of failure
- Are intellectually curious and open to new ideas
- Are creative and bold in the face of any problems
- Have strong integrity and do the right thing