Applied AI Specialist

Jobtailor; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a detail-oriented professional to own the day-to-day performance of Intercom Fin, focusing on improving AI-powered customer experiences and operations. You will monitor key metrics, analyze root causes, and collaborate across CX, Product, Compliance, and other teams to ensure accurate and compliant AI responses.

You will identify gaps, support pilots, and define requirements and rollout steps for AI-enabled workflows, while maintaining a strong ownership mindset and clear,

Qualifications

• Experience in customer support, customer experience, operations, or related roles.
• Strong problem-solving and pattern recognition to identify root causes.
• Clear writing and plain-language communication.
• Comfort with qualitative and quantitative data, metrics and dashboards.
• Curiosity about AI tools and willingness to learn prompt writing and testing.
• Ability to work cross-functionally with business, operations, compliance, product, and technical partners.
• Ownership mindset: identify problems, propose solutions, test improvements, measure impact.

Responsibilities

• Own day-to-day performance, quality, and improvement of Intercom Fin.
• Monitor Fin metrics: resolution rate, escalation rate, customer satisfaction, conversation quality.
• Review unresolved or escalated conversations for root causes and improvement opportunities.
• Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
• Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI-powered experiences are accurate, helpful, compliant, and aligned to business goals.
• Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.
• Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.
• Help define requirements, success metrics, test plans, rollout steps, and feedback loops for AI-enabled workflows.
• Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit.
• Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.

Skills

Customer support

Customer experience

Operations

Business analysis

Knowledge management

Data analysis

Cross-functional collaboration

Problem solving

Writing & communication

AI tools curiosity

Tools

Spreadsheets

Dashboards

AI tools

Job description

Responsibilities

• Own day‑to‑day performance, quality, and improvement of Intercom Fin.
• Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns.
• Review unresolved or escalated conversations to identify root causes and improvement opportunities.
• Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
• Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI‑powered experiences are accurate, helpful, compliant, and aligned to business goals.
• Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.
• Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.
• Help define requirements, success metrics, test plans, rollout steps, and feedback loops for AI‑enabled workflows.
• Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit.
• Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.

Requirements

• Experience in customer support, customer experience, operations, business analysis, knowledge management, systems, or a related role.
• Strong problem‑solving skills and the ability to investigate ambiguous issues, identify patterns, and separate symptoms from root causes.
• Clear writing and communication skills, especially the ability to explain complex topics in plain language.
• Comfort working with support conversations, feedback, metrics, spreadsheets, dashboards, or other qualitative and quantitative data.
• Strong judgement around customer experience, accuracy, risk, escalation, and when an AI tool should not answer.
• Curiosity about AI tools and willingness to learn prompt writing, tool configuration, testing methods, and light technical concepts.
• Ability to work cross‑functionally with business, operations, compliance, product, and technical partners.
• Ownership mindset: you are comfortable finding problems, proposing solutions, testing improvements, and measuring whether they worked.

Demonstrates expertise in customer support and experience management, with a strong focus on problem‑solving, data analysis, and cross‑functional collaboration. Proficient in evaluating AI tools and improving workflows to enhance user experience and operational efficiency.