Our partner is looking for an AI Support Operations Specialist based in Spain.
Are you passionate about artificial intelligence, customer experience, and building smarter support solutions?
This opportunity allows you to take ownership of an AI-powered customer support agent and continuously improve its performance, accuracy, and effectiveness.
You will work at the intersection of AI operations, customer care, product development, and technical implementation in a fully remote, international environment.
Your work will help deliver faster, more reliable, and more human customer interactions while ensuring seamless escalation to human support when needed.
By analyzing performance data, refining workflows, and testing emerging technologies, you will directly influence how AI transforms customer service.
AccountabilitiesOptimize AI Support Performance:Take ownership of the AI support agent's effectiveness, identifying opportunities to improve resolution rates, answer accuracy, customer satisfaction, and escalation decisions.
Analyze Performance and Identify Root Causes:Review successful resolutions, escalations, and unsuccessful interactions to identify recurring issues, investigate underlying causes, and prioritize improvements.
Test and Measure Enhancements:Design and conduct tests before and after implementing changes, document results, and evaluate their impact on the AI agent's performance.
Improve Human Handoffs:Ensure customers can reach a human support specialist smoothly whenever their requests require additional expertise, judgment, or personalized assistance.
Identify opportunities to introduce AI support across additional products, services, and more complex customer journeys.




Stay informed about new Intercom features and developments in AI-powered customer support, run targeted experiments, and recommend practical innovations based on their demonstrated value.
Work closely with Product, Engineering, Compliance, and internal knowledge owners to resolve issues, clarify data requirements, implement integrations, and improve the AI agent's capabilities.
Communicate Results and Build Feedback Loops:Report performance insights and recommendations to Customer Care leadership, prioritize improvement requests, and establish a clear process for teams to flag issues and track their resolution.
Excellent Communication and Writing

Skills:
The ability to produce clear, accurate, natural, and empathetic customer-facing responses, with strong judgment about when an answer is incomplete, misleading, or inappropriate.
Experience identifying patterns in performance data, investigating root causes, developing solutions, and measuring whether changes deliver the intended results.
Technical Confidence:Comfort with technical configurations and the ability to discuss integrations, workflows, and implementation requirements effectively with engineering teams.
A strong interest in AI-powered support technologies, a willingness to experiment with new tools, and the ability to distinguish practical innovations from unproven hype.




Project and Stakeholder Management:The ability to translate findings into clear recommendations, coordinate cross-functional teams, prioritize improvements, and follow through on implementation.
A proactive, independent mindset, intellectual curiosity, creativity, integrity, and a willingness to test new approaches and learn from setbacks.
A genuine commitment to improving customer experiences through reliable, accessible, and thoughtful support.
Preferred Industry

Experience:
Familiarity with data privacy, insurance, healthcare, or other regulated service environments is an advantage.
BenefitsFully Remote Work:Work from anywhere in the world within a globally distributed team.
Global Health and Travel Coverage:Access to the organization's own global safety net, including worldwide health, income, and travel coverage, subject to applicable plan terms.
Equipment Provided:Receive a new laptop to support your work.
Home Office Support:Potential access to a yearly home office allowance.
International Collaboration:Work with colleagues across multiple time zones in a remote-first environment.
Meaningful Impact:Help shape the future of AI-powered customer service while contributing to the development of more accessible general services.
Full-Time Permanent Employment:Join a long-term opportunity within the Customer Service function.
Data Privacy Notice:By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer.
This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR).

📌 Support Operations Specialist (Madrid)
🏢 Jobgether
📍 Madrid