AI Support Operations Specialist

At SafetyWing (YC W18) , we’re building a global social safety net for remote workers—simple health, insurance, and retirement products designed to replace national welfare systems. Our mission is to remove geographical borders as a barrier to equal opportunity and freedom for everyone. If we succeed, we believe this will be one of the most important tasks of our time. 🌎 About this Role Somewhere in the world right now, a SafetyWing member is messaging us. Maybe they're stuck abroad and need help fast, or they're trying to understand what their plan covers. Often the first one to answer is our AI agent, built on Intercom Fin. We're looking for an AI Support Operations Specialist to fully own the AI agent: to make it sharper, more helpful, more human, and to keep us at the front as AI support keeps changing. You’ll own how the AI Agent performs: what it resolves, how well it resolves it, and when it hands off. You’ll also measure the difference it makes for members. 👩‍💻 What you’ll do: Turn our AI agent into a top performer Make sure our AI agent always has the most up to date information about our products, by checking with our internal policy experts Look at where it succeeds, hands off or misses, find the root cause and add it to our roadmap Test changes before and after launch, and keep record of what changed and what it achieved Spot the next opportunities to expand the AI agent into new products and more complex support journeys Shape how it behaves Write and refine t