AI Support Operations Manager
Core
Operate the customer-facing AI agent (Fin), manage the Help Center knowledge base, and run the feedback loop to fix AI failures.
Role type
AI Support Operations Manager
Builds
Customer support AI agent performance and AI-ready knowledge base
Domain
SaaS / AI / Customer Support
Deliverable
production ML models
Required skills
AI agent operations, knowledge management, content engineering, taxonomy design, prompt tuning, escalation design, release readiness, documentation management
Preferred skills
Intercom Fin experience, Ada/Forethought/Decagon experience, production AI agent ownership
Technologies
Intercom Fin, Guru, Ada, Forethought, Decagon
Responsibilities
Optimize AI agent resolution quality and deflection rates; own Help Center content accuracy and AI-readiness; triage and fix AI failure reports; prepare support content for product launches; maintain runbooks and system documentation.
Seniority
Mid-level, hands-on IC
