Lattice is a people success platform that empowers leaders to build engaged, high-performing teams & winning cultures.
Customer Care AI Specialist
Location
United States
Posted
2 days ago
Salary
$76K - $104K / year
Seniority
Mid Level
Job Description
Role Description
Lattice is investing in AI to scale and improve our customer support experience. Our AI assistant, Fin by Intercom, handles a large share of incoming customer interactions and serves as the first point of contact for many support requests. The Customer Care AI Specialist will own the ongoing performance and improvement of our AI support experience. This role focuses on how Fin performs, identifying opportunities to improve answer quality and customer experience, and implementing workflow and knowledge updates to help customers get the answers they need faster. You’ll work closely with teams across the business to ensure our AI support is accurate, helpful, and continuously improving.
- Own Fin performance and continuous improvement
- Stay informed about new Fin features and help maintain the Lattice x Intercom partnership
- Analyze front-line support data
- Improve knowledge and content coverage
- Proactively test and QA the AI experience
- Collaborate across teams
- Maintain and improve workflows
Qualifications
- Familiarity with AI support tools, chatbots, or LLM-based systems
- Experience working with customer support platforms such as Zendesk, Intercom, Salesforce, Jira, or Guru
- Experience improving operational processes or customer support workflows
- Interest in using data to improve systems and workflows
- Ability to work independently and navigate ambiguity in a fast-paced environment
- Strong collaboration skills and ability to work across different teams
- Clear written and verbal communication skills
- A customer-first mindset and empathy for customer support experiences
Requirements
- Experience configuring or improving AI support tools
- Experience with workflow automation or integrations
- Familiarity with knowledge management or support content strategy
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life, AD&D, and Disability Insurance
- Emergency Weather Support
- Wellness Apps
- Paid Parental Leave
- Paid Time off inclusive of holidays and sick time
- Commuter & Parking Accounts
- Lunches in the Office
- Internet and Phone Stipend
- 401(k) retirement plan
- Financial Planning
- Learning & Development Budget
Job Requirements
- Familiarity with AI support tools, chatbots, or LLM-based systems
- Experience working with customer support platforms such as Zendesk, Intercom, Salesforce, Jira, or Guru
- Experience improving operational processes or customer support workflows
- Interest in using data to improve systems and workflows
- Ability to work independently and navigate ambiguity in a fast-paced environment
- Strong collaboration skills and ability to work across different teams
- Clear written and verbal communication skills
- A customer-first mindset and empathy for customer support experiences
- Experience configuring or improving AI support tools
- Experience with workflow automation or integrations
- Familiarity with knowledge management or support content strategy
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life, AD&D, and Disability Insurance
- Emergency Weather Support
- Wellness Apps
- Paid Parental Leave
- Paid Time off inclusive of holidays and sick time
- Commuter & Parking Accounts
- Lunches in the Office
- Internet and Phone Stipend
- 401(k) retirement plan
- Financial Planning
- Learning & Development Budget
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