Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.
Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life.
What you'd do
- Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too
- Owning customer communications and issues from initial contact until resolution
- Becoming an encyclopedia of knowledge about how Fin & the Intercom platform works and the solutions they can offer.
- Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.
- Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
- Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
- Influencing the direction of the Fin product through daily communication with our customers and consistent collaboration with our product teams.
- Complete company onboarding, becoming familiar with Fin's values, strategy, and goals.
- Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
What they want
- Experience using Intercom, or similar SaaS platforms.
- Experience as Tier 2 or similar level of support.
- Experience in coaching & mentoring teammates.
- Experience in helping customers make the most of their current subscriptions.
- Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues