Support Optimization Manager AI & Automation

Summary

The Support Optimization Manager AI & Automation is responsible for designing, building, testing, and continuously improving AI-driven support workflows within Intercom. Reporting to the Senior Manager of Support Optimization AI & Automation, this role focuses on making Fin (Windy) effective at handling defined tasks, while ensuring Support agents are set up to focus on complex issue resolution.

This role is hands-on and execution focused, owning the day-to-day creation, QA, and iteration of Fin workflows, data connectors, snippets, and supporting content. The Support Operations Manager works closely with Engineering on technical integrations and with Support teams to ensure solutions are accurate, usable, and scalable.

Key Responsibilities

• Build, configure, and maintain Fin (Windy) workflows, automation, and task-based experiences within Intercom

• Test and validate Windy responses, task handling, and automation logic prior to release

• Partner with Engineering to define, test, and support required data connectors and integrations

• Write and maintain task procedures and decision logic used by Windy

• Create, refine, and QA snippets and responses used by Windy to answer trader questions

• Continuously monitor performance and accuracy of Windy and automation workflows

• Identify gaps, edge cases, and failure points, and iterate to improve reliability and usability

• Assist with Help Center articles and supporting documentation as needed to ensure content alignment

• Ensure workflows and automation align with defined CX standards and compliance requirements

• Participate in agent feedback loops to ensure solutions reduce friction and do not introduce new complexity

• Support ongoing experimentation, testing, and rollout of new automation use cases

• Document workflows, logic, and changes to ensure maintainability and knowledge sharing

Required Qualifications

• 4+ years of experience in support operations, automation, or CX tooling roles

• Hands-on experience building and managing workflows in Intercom (Fin experience strongly preferred)

• Strong QA mindset with attention to detail in testing conversational logic and automation outputs

• Experience writing structured procedures, knowledge content, or decision trees for automation

• Ability to work cross-functionally with Engineering and Support teams