Remote AI Support Optimization Specialist

United States Digital Space LLC; United States; Remote; USD 70,000 - 120,000; Full time

Benefits offered by this job

Salary and equity

Medical, dental, vision coverage

Remote work stipend

401(k) matching

Flexible PTO

Office options in SF/NYC

Job summary

United States Digital Space LLC is seeking an AI Optimization Specialist, Support to shape and scale AI-driven customer support tools. You will own the strategy, design, and performance tracking for a chatbot and internal Copilot, partnering with Support, Education, Product, and Engineering to deliver accurate, helpful responses and improved customer experiences.

You’ll analyze interactions, build internal knowledge resources, and refine conversational flows to reduce fallsbacks and boost

Qualifications

• Proven experience in technical troubleshooting for customer inquiries.
• Interest in AI-powered support tools, chatbot design, and automation.
• Strong writing and organizational skills for knowledge content creation.
• Ability to identify gaps, edge cases, and iterate on workflows.
• Familiarity with internal tools and systems related to support.

Responsibilities

• Collaborate with Education to ensure AI tools draw from accurate content.
• Identify performance gaps and edge cases needing content or structure improvements.
• Build and maintain internal knowledge resources for the support team.
• Own and refine Intercom chatbot workflows and guidance.
• Analyze AI performance data to drive improvements and prioritization.
• Design personalized conversational flows using Intercom’s capabilities.

Job description

United States Digital Space LLC is seeking an AI Optimization Specialist, Support to shape and scale AI-driven customer support tools. You will own the strategy, design, and performance tracking for a chatbot and internal Copilot, partnering with Support, Education, Product, and Engineering to deliver accurate, helpful responses and improved customer experiences.

You’ll analyze interactions, build internal knowledge resources, and refine conversational flows to reduce fallsbacks and boost