Conversation Designer – Customer Care AI

Context

We are supporting a fast-growing international tech company operating a large-scale B2C marketplace.

The company is heavily investing in AI to transform its Customer Care operations, with the ambition to significantly improve key metrics such as resolution rate, automation rate, and customer satisfaction.

As part of this initiative, the company is deploying Fin AI (Intercom) to handle an increasing share of customer interactions across multiple markets and languages.

The objective is clear: build a highly performant AI-driven support system that scales globally while maintaining a high-quality user experience.

Mission

You will take ownership of the non-technical setup, structuring, and optimization of the AI Agent (Fin AI) within Intercom.

This is a highly operational and hands-on role, focused on building, iterating, and scaling conversational systems in production.

Responsibilities

AI Agent Setup & Configuration

• Configure and optimize Fin AI within Intercom (non-technical scope)

• Define and structure decision trees and interaction flows

• Set up Fin attributes, audiences, and behavioral logic

• Configure escalation rules and human handoff logic

Content & Knowledge Management

• Manage and structure all support content:

  • Help center articles

  • Snippets

  • Internal guidelines

• Ensure content is clear, structured, and optimized for AI consumption

• Continuously improve knowledge quality to increase automation rate

Process Design & Iteration

• Design and refine support workflows and procedures

• Collaborate closely with the Tech team on:

  • Data connectors

  • System integrations

• Continuously iterate based on performance and feedback

Performance & Optimization

• Deep dive into support data and AI performance

• Improve key KPIs:

  • Resolution rate

  • Escalation rate

  • % of fully automated tickets

• Run A/B tests and experiments to optimize flows and responses

Cross-functional Collaboration

• Work with Care, Product, Tech, and Operations teams

• Ensure consistency across markets and languages

• Align AI behavior with customer experience standards

Profile

Core Requirements

• Experience in one of the following:

  • Conversation Design

  • Content Design / UX Writing

  • Customer Support Operations / Enablement

• Strong understanding of:

  • Customer Care workflows

  • Support KPIs and performance drivers

• Hands-on, operational mindset (this is not a strategy-only role)

Key Skills

• Tech-savvy: understands how AI Agents work (logic, flows, constraints)

• Strong ability to structure complex systems (decision trees, workflows)

• Data-driven: comfortable analyzing performance and iterating

• Excellent writing and communication skills in English

Nice to Have

• Experience with Intercom / Fin AI

• Exposure to conversational AI, prompt design, or chatbot systems

• Experience in multi-market / multi-language environments

• Background in B2C marketplace or high-scale support environments

What Matters Most

This is not a pure “content” role.

You need someone who:

• Is comfortable getting hands dirty in tools

• Thinks in systems, flows, and logic

• Can iterate fast based on real data

• Understands that 80% of the job is setup + optimization, not just writing