Remote AI Support Operations Architect

Jobgether; Italia; Remote; EUR 55,000 - 90,000; Full time

Benefits offered by this job

Fully Remote Work

Global Health and Travel Coverage

Generous Paid Time Off

Equipment Provided

Equity Compensation

Home Office Support

International Collaboration

Meaningful Impact

Full-Time Permanent Employment

Job summary

Jobgether partners with a company seeking an AI Support Operations Specialist based in Italy. You will own and optimize an AI-powered support agent, improving resolution accuracy and customer satisfaction across a remote, international team.

You'll work at the crossroads of AI operations, customer care, product development, and technical implementation, shaping how AI enhances service while ensuring smooth human handoffs when needed.

Qualifications

• H hands-on Intercom Fin experience with measurable results.
• Excellent writing and clear, empathetic customer communications.
• Analytical mindset with ability to identify patterns and root causes.
• Technical confidence to discuss integrations and workflows with engineers.
• Interest in AI-powered support and willingness to experiment.

Responsibilities

• Optimize AI support performance by improving resolution rates and satisfaction.
• Maintain accurate knowledge by syncing with policy and product experts.
• Analyze performance data to identify recurring issues and root causes.
• Design tests and measure impact of changes on agent performance.
• Configure AI behavior and workflows to align with service standards.
• Improve human handoffs to ensure smooth escalation to humans.
• Expand AI capabilities across products and journeys.
• Monitor AI tech trends and recommend practical innovations.
• Coordinate with Product, Engineering, Compliance, and knowledge owners.
• Communicate results to Customer Care leadership and stakeholders.

Skills

Intercom Fin

Analytical skills

Excellent communication

Technical fluency

Stakeholder management

Job description

Jobgether partners with a company seeking an AI Support Operations Specialist based in Italy. You will own and optimize an AI-powered support agent, improving resolution accuracy and customer satisfaction across a remote, international team.

You'll work at the crossroads of AI operations, customer care, product development, and technical implementation, shaping how AI enhances service while ensuring smooth human handoffs when needed.