- Remote, United States
- Remote
- Full-time · Mid
- 3–5 years
The AI Support Manager role operates the day-to-day performance of the customer-facing AI agent (Fin), the Help Center content, and the feedback loop to improve both every week.
Responsibilities
- Fin/AI agent operations (25%): Own resolution quality, deflection with quality gates, topic configuration, prompt and behavior tuning, and escalation-to-human design.
- Help Center content ownership (40%): Ensure accuracy and AI-readiness of the Help Center; own taxonomy, article templates, AI-retrieval writing standards, Guru collections, and the drafting pipeline.
- The content flywheel (20%): Triage AI-failure reports, trace to root cause (retrieval failure, content defect, or product-truth gap), and report gap-closure velocity.
- Launch readiness (10%): Hold the support seat in release planning and prepare Help Center articles, Fin topics, and frontline teams before go-live.
- Operability (5%): Maintain runbooks, configuration documentation, and measurement baselines.
Requirements
- Nice to have: Intercom Fin
- Nice to have: Ada
- Nice to have: Forethought
- Nice to have: Decagon