What's the opportunity?
Our Support Team is in need of an AI Conversation Designer to empower our AI and human agents to deliver the best customer experience possible through AI bot management. This person will drive improvements to AI automation rates and AI related customer experience scores through continual optimization of AI configuration and prompt engineering. This team member will have a multiplier effect on thousands of customers every month as they essentially become the manager of our AI Agent’s performance. The AI Conversation Designer will report to Ruth O‘Brien and will work closely with Customer Support, the broader GTM org and R&D.
This position will be a strong force multiplier and greatly enhance the customer and agent experience.
What will I be doing?
- Drive business results by improving AI involvement rates, resolution rates, and customer experience (AI CX Score).
- Collaborate closely with other roles such as other AI Conversation Designers, AI Knowledge Managers and our AI Systems Analyst to create a technical roadmap for conversational AI.
- Ideate, create, implement, and monitor AI and automation improvements in customer conversation journeys with a "Fin-First" mindset.
- Use historical data and customer feedback to continuously enhance automation and bot flows.
- Work cross-functionally with stakeholders to design clear, compelling conversational journeys.
- Employ data-driven decision-making to define best practices in conversation design and AI implementation.
- Rapidly prototype solutions, analyze critically, and creatively solve complex problems.
- Collaborate with R&D to align AI conversation design with product roadmaps and new feature launches.
- Support Sales and Solutions teams by contributing to customer calls and best practice advice.
- Participate in marketing activities such as newsletters, podcasts, and customer events.
- Analyze conversation transcripts to improve AI routing and guidance.
- Update AI guidance and workflows to enhance customer experience.
- Test new AI features and provide feedback to development teams.
- Monitor metrics such as resolution rates, customer satisfaction, and routing accuracy.
- Plan and prioritize improvements based on data and customer feedback.
- Collaborate with knowledge management and product teams to refine content and AI behavior.
What skills do I need?
- 3+ years of experience handling complex customer interactions and troubleshooting.
- 1+ years working with the Intercom platform, workflows, and Fin AI Agent.
- Deep understanding of the technology behind Fin AI Agent and customer experience platforms.
- Proven ability to leverage AI and automation for performance improvements.
- Strong communication skills, adaptable to diverse audiences and capable of navigating sensitive conversations.
- A passion for staying current with AI industry trends.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
