{"id":3277508,"url":"https://alion.io/job/safetywing-ai-support-operations-specialist","title":"AI Support Operations Specialist","company":{"id":44173,"name":"SafetyWing","domain":"safetywing.com","url":"https://alion.io/company/safetywing","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"AI/ML","role_family":"AI/ML","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"worldwide","remote_scope_basis":"inferred_board_market","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false}],"status":"closed","first_seen_at":"2026-10-25T15:20:43Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-29T15:05:38Z","board_verified":false,"closed_at":"2026-10-29T15:05:38Z","days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"At SafetyWing (YC W18), we’re building a global social safety net for remote workers-simple health, insurance, and retirement products designed to replace national welfare systems. Our mission is to remove geographical borders as a barrier to equal opportunity and freedom for everyone. If we succeed, we believe this will be one of the most important tasks of our time.\nAbout this Role\nSomewhere in the world right now, a SafetyWing member is messaging us. Maybe they're stuck abroad and need help fast, or they're trying to understand what their plan covers. Often the first one to answer is our AI agent, built on Intercom Fin.\nWe're looking for an AI Support Operations Specialist to fully own the AI agent: to make it sharper, more helpful, more human, and to keep us at the front as AI support keeps changing. You’ll own how the AI Agent performs: what it resolves, how well it resolves it, and when it hands off. You’ll also measure the difference it makes for members.\nWhat you’ll do:\nTurn our AI agent into a top performer\nMake sure our AI agent always has the most up to date information about our products, by checking with our internal policy experts\nLook at where it succeeds, hands off or misses, find the root cause and add it to our roadmap\nTest changes before and after launch, and keep record of what changed and what it achieved\nSpot the next opportunities to expand the AI agent into new products and more complex support journeys\nShape how it behaves\nWrite and refine the AI agent's guidance, tone, and handoff behavior so every answer sounds like SafetyWing: warm, clear, and accurate\nBuild, test, and maintain procedures and Intercom workflows, and partner with Engineering when you need integrations or technical work\nMake sure members reach a person smoothly whenever the AI agent isn't the right one to help\nStay ahead of AI support\nKeep track of new Intercom capabilities and the wider AI support field\nSeparate real breakthroughs from hype, run small pilots, and recommend what we should adopt next\nShare what you learn in a way the team can act on right away\nWork with others\nTurn your findings into clear, prioritized requests for knowledge owners, and coordinate the updates that improve the AI agent's answers\nWork with Product, Engineering, and Compliance on bugs, data questions, and new capabilities.\nReport on the AI agent's performance to Customer Care leadership\nBuild a feedback loop so anyone in Customer Care can flag an issue and see how it was resolved\n\nWe are looking for someone who:\nHas configured and improved Intercom Fin, including Guidance, workflows, or Procedures, and can show the results\nWrites responses that are clear, accurate, and human, and can tell when one isn't\nFinds patterns in the data, gets to the root cause, tests a fix, and measures whether it worked\nIs comfortable with technical setup and can talk through integrations and configuration confidently with engineers\nFollows AI closely and tests new tools, but can tell hype from real value\nBrings teams together with clear evidence and simple explanations, and follows through\nExtra-shine if you have experience with data privacy, insurance or healthcare\n We like to work with people who:\nWant to help build a global social safety net on the Internet\nThink for themselves instead of copying others\nAre willing to try new things, even with the risk of failure\nAre intellectually curious and open to new ideas\nAre creative and bold in the face of any problems\nHave strong integrity and do the right thing\nBenefits beyond base pay:\nFully remote work environment - work from anywhere globally\nOur own global safety net, giving you worldwide health, income, and travel coverage\nA minimum of four weeks of vacation per year\nA new laptop\nPotential to unlock equity compensation, yearly home office allowance and more!\n We look forward to hearing from you!","description_format":"text","description_chars":3867,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Home office"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Property & Casualty Insurance","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-10-26T15:20:43Z"},{"event":"close","at":"2026-10-29T15:05:38Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/safetywing-ai-support-operations-specialist","json_url":"https://alion.io/job/safetywing-ai-support-operations-specialist.json","meta":{"generated_at":"2026-10-29T21:17:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31515,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":44173},"rest":"https://alion.io/mcp/rest/get_company?id=44173"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsafetywing-ai-support-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsafetywing-ai-support-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsafetywing-ai-support-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/safetywing-ai-support-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsafetywing-ai-support-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3277508}},{"tool":"search_jobs","arguments":{"company":"safetywing.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3277508},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}