AI Support Operations Specialist

Safety Wing

. Keep the AI agent’s product information up to date by working with internal policy experts .

Posted 10/26/2026full-timeRemoteMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in configuring and improving Intercom workflows and procedures, while effectively analyzing AI agent performance and collaborating with cross-functional teams to enhance customer support experiences.

Highest-signal resume keywords

Intercom ConfigurationData AnalysisAI Development TrackingTechnical IntegrationCustomer Support Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Intercom WorkflowsData Pattern RecognitionAI Agent Performance AnalysisTechnical SetupDocumentation of Outcomes

Soft Skills

Intellectual CuriosityCreativityIndependent ThinkingOpenness to New IdeasStrong Integrity

Industry Keywords

Data PrivacyInsuranceHealthcare

About the role

Key responsibilities & impact

Keep the AI agent’s product information up to date by working with internal policy experts
Analyze where the AI agent succeeds, hands off, or misses; identify root causes and add improvements to the roadmap
Test changes before and after launch and document outcomes
Identify opportunities to expand the AI agent into new products and complex support journeys
Write and refine the AI agent’s guidance, tone, and handoff behavior
Build, test, and maintain procedures and Intercom workflows
Partner with Engineering on integrations and technical work
Ensure smooth handoffs to human support when needed
Track Intercom capabilities and developments in AI support
Run pilots and recommend worthwhile innovations
Share findings with the team
Coordinate knowledge updates with relevant owners
Collaborate with Product, Engineering, and Compliance on bugs, data questions, and new capabilities
Report AI agent performance to Customer Care leadership
Build a feedback loop for Customer Care issue reporting and resolution

Requirements

What you’ll need

Configured and improved Intercom Fin, including Guidance, workflows, or Procedures, and can show the results
Writes clear, accurate, and human responses
Finds patterns in data, identifies root causes, tests fixes, and measures results
Comfortable with technical setup and confidently discusses integrations and configuration with engineers
Follows AI developments and tests new tools while distinguishing hype from real value
Experience with data privacy, insurance, or healthcare is an extra advantage
Strong integrity, intellectual curiosity, creativity, willingness to try new things, independent thinking, and openness to new ideas

Benefits

Comp & perks

Fully remote work environment – work from anywhere globally
Worldwide health, income, and travel coverage through SafetyWing’s global safety net
Minimum of four weeks of vacation per year
New laptop
Potential to unlock equity compensation
Yearly home office allowance