AI Support Manager

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The AI Support Manager is responsible for leading and evolving the integration, performance, and optimization of AI-powered support systems, most notably the Fin AI agent within Intercom. This role ensures a seamless customer support experience by managing AI-human handoffs, curating content for high-quality responses, and using analytics to drive continuous improvement. The ideal candidate bridges technology and support excellence, enhancing automation strategies while partnering across departments to scale efficiency and satisfaction.

What You'll Do:

• Lead the operational use of AI-powered support experiences, including the Fin AI agent in Intercom, ensuring alignment with business goals, support workflows, and customer expectations, while partnering with CorpIT on platform governance and administration.
• Monitor and analyze AI performance metrics such as resolution rate, deflection rate, escalation trends, and CSAT to drive actionable improvements in response accuracy and customer experience.
• Design, implement, and refine AI conversation flows, fallback strategies, tagging logic, and escalation protocols to ensure fast, contextually relevant, and brand-aligned support.
• Oversee the health, functionality, and integration of AI within the support tech stack, working closely with IT administrators, engineering, and product teams, to troubleshoot issues and deploy enhancements.
• Develop and maintain a high-quality, AI-ready knowledge ecosystem (e.g., help center articles, macros, intent libraries) that ensures accuracy, empathy, and consistency across automated interactions.
• Establish and track KPIs that demonstrate the ROI of AI support initiatives, regularly reporting insights and trends to senior leadership to inform strategy and budget decisions.
• Enable and coach the human support team to work effectively with AI systems by developing training, sharing best practices, and reinforcing AI-human collaboration workflows.
• Collaborate cross-functionally with stakeholders in Product, Engineering, and Support to translate operational needs into AI requirements and influence future tooling roadmaps.
• Ensure quality and compliance by maintaining governance standards for responsible AI use, data privacy, and brand voice consistency across all automated interactions.
• Stay ahead of the curve by researching and piloting emerging technologies in AI, NLP, and support automation, bringing forward innovative ideas to strengthen our AI-first strategy.

What You Need:

• Bachelor’s degree in Data Science, Computer Science, Business Administration, or a related field.
• 4+ years in customer support, operations, or a related field, with at least 2 years of direct, hands-on experience managing and optimizing a customer-facing AI chatbot or support automation platform. Direct experience with Intercom and specifically the Fin agent is strongly preferred.
• Deep understanding of AI concepts, machine learning, and natural language processing (NLP) as they apply to customer support. Strong knowledge of customer support KPIs and metrics.
• Exceptional analytical and quantitative skills; ability to translate complex data into actionable insights. Strong project management skills with a proven ability to manage multiple priorities in a fast-paced environment. Excellent written and verbal communication skills.

Bonus Points:

• Master’s degree in a relevant field.
• Experience working in a B2B SaaS or high-growth technology company. Experience with SQL or a scripting language (e.g., Python) for data analysis and reporting.
• In-depth knowledge of conversational design principles and best practices.
• Certification in Data Analytics, Project Management (e.g., PMP), or a specific AI platform.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.