Remote AI Agent Operations & Automation Specialist

HealthEquity, Inc.; United States; Sur place; USD 92 000 - 117 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision

401(k) match

Unlimited PTO

Résumé du poste

HealthEquity, Inc. is seeking a Support Operations Specialist, AI Agent Management to shape how AI agents interact with members and hand off to human support.

The role balances conversation design, support automation, and operational governance to improve accuracy, containment, and member experience. You will configure agent behaviors, refine prompts, test workflows, and drive improvements across high-volume use cases, while coordinating with product, engineering, and frontline teams.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 3+ years in support ops, automated ops, or related fields.
• Experience configuring AI agents, chatbots, or low/no-code tooling.

Responsabilités

• Monitor AI-supported experiences in production and analyze performance metrics.
• Design and test conversation flows, prompts, and handoff to human support.
• Create AI optimization backlogs with defects, improvements, and release notes.
• Coordinate with product/engineering to improve automation while ensuring compliance.

Connaissances

Conversation design

AI agent configuration

Workflow automation

Quality assurance

Analytical reasoning

Communication skills

Formation

Bachelor's degree in Business, Information Systems, Operations Management, Computer Science or related discipline

Outils

Intercom

Zendesk

Salesforce

Contact center AI platforms

Workflow builders

Description du poste

HealthEquity, Inc. is seeking a Support Operations Specialist, AI Agent Management to shape how AI agents interact with members and hand off to human support.

The role balances conversation design, support automation, and operational governance to improve accuracy, containment, and member experience. You will configure agent behaviors, refine prompts, test workflows, and drive improvements across high-volume use cases, while coordinating with product, engineering, and frontline teams.