AI Support Ops Analyst - Remote UK
United States Digital Space LLC
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Benefits offered by this job
Job summary
United States Digital Space LLC is seeking a Support Operations Analyst to scale AI-powered customer support, optimise the Intercom Fin experience and improve knowledge management. You will own AI content, tune workflows and routing, and ensure readiness for product launches while providing second-line support when needed.
The role emphasizes collaboration with Product, Engineering and Marketing, a proactive approach to incidents, and a focus on improving AI deflection and automation across the
Qualifications
- Strong interest in technology, SaaS, and AI.
- Solid problem-solving and proactive mindset.
- Clear and confident communication with non-technical audiences.
- Experience in customer-facing or technical support in B2B SaaS.
Responsibilities
- Second-line Customer Support for complex requests requiring human investigation.
- Incident & Problem Management coordination with Engineering and Product.
- Technical Investigation with Product/Engineering for deeper issues.
- Develop strong product knowledge to support users effectively.
- Collaborate across Product, Marketing, Training & Enablement and Engineering for accurate Help Centre content and launch readiness.
- Own AI Support optimisation, including content authoring and workflow tuning, to increase deflection and self-service.
Skills
Tools
Job description
United States Digital Space LLC is seeking a Support Operations Analyst to scale AI-powered customer support, optimise the Intercom Fin experience and improve knowledge management. You will own AI content, tune workflows and routing, and ensure readiness for product launches while providing second-line support when needed.
The role emphasizes collaboration with Product, Engineering and Marketing, a proactive approach to incidents, and a focus on improving AI deflection and automation across the
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