Strategy driver: Partner with CS and Product leadership to define the strategy and roadmap for our chatbot and email AI agents to contribute to company OKRs
Architect and optimize AI agent workflows and procedures: Design simple, reliable conversation workflows and automations so our chatbot asks the right questions, clarifies common customer needs, and responds with accurate information, appropriately escalating to live support when needed.
Quality reviews, analytics and bot coaching: Conduct regular reviews of bot conversations and high-level report analysis to identify trends, areas of opportunity and potential risk within the chatbot.
Cross-collaboration to improve resolution rate and quality: Work with partners in Engineering, Product and CS Strategy and Ops to maximize the types of interactions the chatbot can support and resolve - connecting new data sources or systems on the backend to give the bot greater scope, implementing new workflows that use this data to solve new customers requests without live support intervention.
Optimize the AI Agent experience across all channels: Expand upon the types of interactions and experiences that qualify for the email AI agent and other asynchronous channels.
Compliance and security: Ensure Mercury’s high standards for security and compliance are woven into the foundations of our AI-assisted CS strategy
AI vendor relationship owner: Own the relationship with AI vendors for CS solutions, including Intercom. Raising issues, requesting fixes, staying on top of product releases and coordinating changes that impact CS operations
Scoping of internal agent co-pilot: Drive efforts to assess and implement agent assist AI tools to maximise agent efficiency
Evaluation of AI tooling for CS partners: Support other teams, such as Learning and Development and QA in evaluating how other tools’ AI offerings can increase efficiency across CS.

Requirements

1–3 years of experience in configuration of customer-facing AI agent/chatbot (e.g., Fin by Intercom, Ada, Zendesk AI)
5+ years of experience in customer support backend operations or CS systems administration
Systems thinker and problem solver, with experience in testing new solutions and change management for CS teams
Strong technical acumen, with the ability to understand and communicate technical concepts to both technical and non-technical audiences
Analytical thinking: ability to interpret data quickly and translate it into actionable decisions
Cross-collaboration: works effectively with cross-functional partners across Engineering, Product, Compliance, Core Customer Support
Stakeholder communication: delivers clear, concise updates to stakeholders at all levels
Adaptability and a growth mindset, thriving in a fast-paced, ever-evolving environment
Proven ability to work cross-functionally, particularly with technical teams like Engineering, Product, and Security
An interest in software development or engineering, enabling deeper technical conversations with our engineering teams
Experience with core customer support platforms such as Zendesk, Guru, MaestroQA/Rippit
Proficiency in SQL and familiarity with navigating data tables
Experience supporting remote or distributed workforce models.

Benefits

base salary
equity (stock options)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI agent configurationchatbot developmentcustomer support backend operationsCS systems administrationSQLdata analysischange managementworkflow optimizationbot coachingautomation

Soft Skills

systems thinkingproblem solvinganalytical thinkingcross-collaborationstakeholder communicationadaptabilitygrowth mindsettechnical communicationinterpersonal skillsteamwork