Tech Stack

Description

You will optimize and scale the Product Support function by building and improving Fin, our AI support agent. You'll design conversation flows, configure AI behaviors, and build integrations that enable the agent to resolve issues end-to-end, such as processing refunds and managing subscriptions.

Requirements

• 3+ years in support operations, support engineering, or chatbot/AI agent configuration
• Hands-on experience configuring AI agents or chatbots in Intercom, Zendesk, or similar
• Conversation design thinking focusing on tone, structure, and flow for customer experience
• Technical comfort with integrations, APIs, and workflow builders
• Data-driven approach using automation rates, resolution rates, and CSAT

Responsibilities

• Design and optimize conversation flows, triage logic, and handoff behaviors for AI support
• Configure and maintain Fin's Guidance rules and Attributes to improve AI response quality
• Build and maintain integrations between Fin and external systems (Stripe, status page) for automated actions
• Design and troubleshoot automated workflows for refunds and subscription management with guardrails
• Contribute to AI support effectiveness monitoring using metrics like resolution rates and CSAT