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Applied AI Specialist
Full-time
Take Command is a health-insurance startup helping employers deliver better benefits through Individual Coverage Health Reimbursement Arrangements (ICHRAs).
About the Role
The Applied AI Specialist helps apply AI in practical, measurable ways across the business, starting with primary ownership of Intercom Fin: improving how it supports customers today and exploring more advanced experiences in the future. You do not need to be an AI engineer to succeed. We are looking for someone who can learn quickly, think analytically, write clearly, collaborate across teams, and develop deeper technical skills over time. Fin is the anchor responsibility, but the role is broader: you will help evaluate where AI can improve customer care, client experience, member experience, internal workflows, and decision support.
What You'll Do
Own day-to-day performance, quality, and improvement of Intercom Fin.
Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns.
Review unresolved or escalated conversations to identify root causes and improvement opportunities.
Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails.
Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI-powered experiences are accurate, helpful, compliant, and aligned to business goals.
Support internal pilots and beta tests for expanded AI use cases, and help define requirements, success metrics, test plans, rollout steps, and feedback loops.
Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change is a better fit.
What We're Looking For
Experience in customer support, customer experience, operations, business analysis, or a comparable field.
