AI Optimization Specialist, Support

What you’ll do:

• Leverage and Test AI-Driven Knowledge: Collaborate with Customer Education to ensure AI tools draw from accurate content, identify performance gaps, and provide feedback loops based on user interactions.
• Enhance the Internal AI Copilot: Build and maintain internal knowledge resources like Guru cards and internal snippets to help the support team resolve issues quickly.
• Optimize Support’s AI Chatbot Workflows: Own and refine chatbot workflows and custom answers within Intercom, using data and real-time behavior to iterate.

How to be successful:

• Support Expertise: Proven experience in technical troubleshooting and customer inquiries (TSS/SR TSS preferred), core to understanding customer needs and structuring effective content.
• AI Experience: Exposure to AI-powered support tools, with interest in chatbot design, automation, and conversation optimization.
• Data-Driven Mindset: Ability to interpret AI performance data, identify trends, and make insights-driven decisions to optimize chatbot and Copilot performance.

What you can expect:

• Industry-competitive salary and equity, comprehensive medical/dental/vision with 100% employee-only premiums covered for most plans.
• 16 weeks paid Parental Leave for all new parents, plus health and wellness stipend and flexible PTO policy.
• Remote workspace stipend, commuter benefits, family planning benefits, matching 401(k) with immediate vesting, and 11 company-paid holidays.