Senior Customer Support Operations Specialist

Що робити

• Help shape and continuously improve how AI supports our customers by optimizing the Intercom AI agent / Fin, its knowledge sources, and its operational setup
• Maintain key support operational dashboards, and turn data into actionable insights for relevant stakeholders
• Analyze support request patterns to identify top contact drivers, recurring issues, automation opportunities, and customer friction points
• Design and implement support workflow improvements using no-code / low-code tools, including routing logic, triggers, snippets, and helpdesk automation
• Manage the support improvement backlog: prioritize initiatives, track progress, coordinate dependencies, and ensure timely delivery