AI Conversation Designer for Fin/Intercom Agents

Flock Safety; United States; Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

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Job summary

Flock Safety is seeking a conversation design lead to own the craft of building AI-powered customer support agents. You will design and iterate prompts and prompts-automation for live AI agents, with a focus on trust and accurate handoffs to humans when needed.

You will collaborate with Support, Product, and Trust teams to align agent behavior with SLA and safety requirements, while scaling the design standards as the portfolio grows.

Qualifications

• Experience with Intercom/Fin or comparable AI agent platform.
• Ability to design and iterate conversational flows with live performance data.
• Hands-on prompt development for LLM-based agents.
• Ability to read logs and dashboards to diagnose failures.

Responsibilities

• Own end-to-end conversation design for AI support agents.
• Drive measurable lift in AI-resolved conversations with smart handoffs.
• Define escalation and fallback logic for SEV, VIP, and Safe City accounts.
• Build a conversation analytics practice to prioritize design fixes.
• Create documentation and design standards for scalable agent portfolios.
• Partner with Support, Product, and Trust to ensure SLA and safety alignment.

Skills

Intercom/Fin agent platform

Conversational design

Prompt development

Reading logs & dashboards

Job description

Flock Safety is seeking a conversation design lead to own the craft of building AI-powered customer support agents. You will design and iterate prompts and prompts-automation for live AI agents, with a focus on trust and accurate handoffs to humans when needed.

You will collaborate with Support, Product, and Trust teams to align agent behavior with SLA and safety requirements, while scaling the design standards as the portfolio grows.