Remote AI Support Operations Leader

Jobgether; South Africa; Remote; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Fully Remote Work

Global Health and Travel Coverage

Generous Paid Time Off

Equipment Provided

Potential Equity Compensation

Home Office Support

International Collaboration

Meaningful Impact

Full-Time Permanent Employment

Job summary

Jobgether is seeking an AI Support Operations Specialist based in South Africa to own and optimize an AI-powered support agent. You will work remotely in a global, fast-paced environment, improving response accuracy, escalation decisions, and customer satisfaction while coordinating with Product, Engineering, and Compliance teams.

You will test new AI features, refine workflows, and guide teams to implement practical innovations with measurable impact.

Qualifications

• Experience configuring and improving Intercom Fin with measurable results.
• Clear, accurate, empathetic customer-facing writing with good judgment.
• Analyze performance data, identify root causes, measure impact.
• Comfort with technical configurations and discussing integrations with engineering teams.
• Interest in AI-powered support and ability to test new tools.
• Translate findings into clear recommendations and coordinate cross-functional teams.
• Proactive, independent mindset and willingness to test new approaches.
• Customer-centric focus to improve service quality.
• Familiarity with data privacy, insurance, healthcare, or regulated environments is a plus.
• Interest in building globally accessible services.

Responsibilities

• Own AI support agent performance, improve resolution rates and escalation decisions.
• Collaborate with policy/product teams to keep AI responses accurate.
• Review successful and failed interactions to identify recurring issues.
• Design tests and measure results of changes to AI performance.
• Refine AI behavior, tone, and workflows within Intercom Fin.
• Ensure smooth handoffs to human agents when needed.
• Identify opportunities to expand AI coverage to more products.
• Stay updated on Intercom AI features and experiments.
• Work with Product, Engineering, and Compliance on integrations.
• Report insights and recommendations to leadership and track improvements.

Skills

Hands-On Intercom Fin Experience

Clear Communication

Analytical Thinking

Technical Confidence

AI Knowledge & Curiosity

Project & Stakeholder Mgmt

Adaptability & Initiative

Customer-Centric Mindset

Regulated Environments Knowledge

Global/Remote Collaboration

Job description

Jobgether is seeking an AI Support Operations Specialist based in South Africa to own and optimize an AI-powered support agent. You will work remotely in a global, fast-paced environment, improving response accuracy, escalation decisions, and customer satisfaction while coordinating with Product, Engineering, and Compliance teams.

You will test new AI features, refine workflows, and guide teams to implement practical innovations with measurable impact.