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 and Key Competencies 4+ years of experience in support operations, automation, or CX tooling roles. Deep, hands-on expertise with CRM’s, including workflows, bots, reporting, and automation. Experience working with AI-driven support tools, including Fin or similar conversational AI platforms. Strong experience testing, QA’ing, and maintaining automated workflows and integrations. Comfort partnering with Engineering on technical requirements and data integrations. Strong understanding of support operations and frontline agent workflows. Detail-oriented with a strong bias toward quality and reliability. Ability to clearly document logic, procedures, and workflows. Excellent problem-solving and communication skills. Preferred Skills Experience building and maintaining data connector, driven automation. Ability to translate complex processes into clear, task-based automation flows. Strong prioritization skills in fast-moving environments. Comfort iterating quickly while maintaining operational accuracy. Proficiency with Intercom Workflows and Fin. Intercom Academy Certification (or demonstrated progress toward certification), indicating deeper expertise with Intercom workflows, automation, reporting, and AI tools such as Fin (Windy). Basic understanding of Google Suites, including Sheets, Docs, Slides, and Forms. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability Ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical, analytic approach. Computer Skills To perform this job successfully, an individual must have knowledge of electronic equipment, intermediate PC skills, knowledge of inte ... (truncated, view full listing at source)