AI Support Operations Lead — Remote | Equity Eligible

SafetyWing; San Francisco (CA); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote work

Laptop provided

Equity potential

Home office allowance

Job summary

SafetyWing is seeking an AI Support Operations Specialist to fully own and sharpen our AI agent within a remote team. You will ensure the agent uses current product information, measure performance, fix gaps, and expand capabilities across support journeys.

Collaborate with Product, Engineering, and Compliance to deliver warm, accurate, and helpful responses at scale. You’ll build and refine Intercom workflows and maintain procedures, while ensuring smooth handoffs to humans when needed.

Qualifications

• Experience configuring Intercom Fin and improving guidance/workflows.
• Ability to write clear, accurate, and human responses.
• Pattern recognition in data and testing fixes.
• Comfort with technical setup and integrations with engineers.
• Curiosity about AI with prudent skepticism and bias awareness.

Responsibilities

• Own and optimize the AI agent, ensuring up-to-date product information.
• Analyze agent performance, identify root causes, and update the roadmap.
• Test changes before/after launch and document outcomes.
• Identify opportunities to expand AI across products and journeys.
• Refine guidance and handoff to sound warm, clear, and accurate.
• Build and maintain Intercom workflows; collaborate with Engineering for integrations.
• Ensure members reach a human when AI can’t help.
• Track Intercom capabilities and AI support trends.
• Report AI performance to Customer Care leadership.
• Create a feedback loop for issue resolution.

Skills

Intercom Fin

AI support

Data analysis

Root-cause analysis

Cross-functional collaboration

Tools

Intercom Setup & Workflows

Job description

SafetyWing is seeking an AI Support Operations Specialist to fully own and sharpen our AI agent within a remote team. You will ensure the agent uses current product information, measure performance, fix gaps, and expand capabilities across support journeys.

Collaborate with Product, Engineering, and Compliance to deliver warm, accurate, and helpful responses at scale. You’ll build and refine Intercom workflows and maintain procedures, while ensuring smooth handoffs to humans when needed.