AI Conversation Designer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Our Support Team is in need of an AI Conversation Designer to empower our AI and human agents to deliver the best customer experience possible through AI bot management. This person will drive improvements to AI automation rates and AI related customer experience scores through continual optimization of AI configuration and prompt engineering. This team member will have a multiplier effect on thousands of customers every month as they essentially become the manager of our AI Agent’s performance. The AI Conversation Designer will report to Ruth O‘Brien and will work closely with Customer Support, the broader GTM org and R&D.

This position will be a strong force multiplier and greatly enhance the customer and agent experience.

What will I be doing?

• Drive business results by improving AI involvement rates, resolution rates, and customer experience (AI CX Score).

• Collaborate closely with other roles such as other AI Conversation Designers, AI Knowledge Managers and our AI Systems Analyst to create a technical roadmap for conversational AI.

• Ideate, create, implement, and monitor AI and automation improvements in customer conversation journeys with a "Fin-First" mindset.

• Use historical data and customer feedback to continuously enhance automation and bot flows.

• Work cross-functionally with stakeholders to design clear, compelling conversational journeys.

• Employ data-driven decision-making to define best practices in conversation design and AI implementation.

• Rapidly prototype solutions, analyze critically, and creatively solve complex problems.

• Collaborate with R&D to align AI conversation design with product roadmaps and new feature launches.

• Support Sales and Solutions teams by contributing to customer calls and best practice advice.

• Participate in marketing activities such as newsletters, podcasts, and customer events.

• Analyze conversation transcripts to improve AI routing and guidance.

• Update AI guidance and workflows to enhance customer experience.

• Test new AI features and provide feedback to development teams.

• Monitor metrics such as resolution rates, customer satisfaction, and routing accuracy.

• Plan and prioritize improvements based on data and customer feedback.

• Collaborate with knowledge management and product teams to refine content and AI behavior.

What skills do I need?

• 3+ years of experience handling complex customer interactions and troubleshooting.

• 1+ years working with the Intercom platform, workflows, and Fin AI Agent.

• Deep understanding of the technology behind Fin AI Agent and customer experience platforms.

• Proven ability to leverage AI and automation for performance improvements.

• Strong communication skills, adaptable to diverse audiences and capable of navigating sensitive conversations.

• A passion for staying current with AI industry trends.

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and equity in a fast-growing start-up

• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

• Regular compensation reviews - we reward great work!

• Pension scheme & match up to 4%

• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

• Flexible paid time off policy

• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.