Use Intercom Fin to refine AI guidance, workflows, and procedures for clearer, more empathetic customer support. This fully remote role is based in Canada.

The AI Support Operations Specialist owns the effectiveness of an AI-powered support agent. You will configure behavior in Intercom Fin, maintain accurate knowledge, and evaluate whether changes improve resolution rates, answer accuracy, satisfaction, and escalation decisions. You will design tests, review successful and unsuccessful interactions, and identify recurring issues. The position also requires smooth human handoffs when requests need expertise or judgment. Collaboration spans Product, Engineering, Compliance, internal knowledge owners, and Customer Care leadership. You will monitor emerging Intercom features and AI support technologies, recommending practical innovations based on demonstrated value.

Key Responsibilities:

- Develop and refine AI guidance, response tone, procedures, and workflows




- Review resolutions, escalations, and unsuccessful customer interactions
- Document testing results and evaluate enhancement impact
- Ensure seamless escalation to human support specialists
- Recommend practical innovations from emerging AI technologies

Requirements:

- Demonstrated Intercom Fin experience improving guidance, workflows, or procedures
- Strong judgment about incomplete, misleading, or inappropriate responses
- Analytical ability to identify patterns and investigate root causes
- Comfort with technical configurations and engineering discussions
- Willingness to experiment and distinguish practical innovation from hype

Apply Intercom Fin configuration, testing discipline, and customer-focused judgment to strengthen reliable AI support interactions.

📌 Intercom Fin AI Support Manager (Montreal)
🏢 Jobgether
📍 Montreal