Support Experience Guide
As a Support Experience Guide, you're the human expert who steps in when our AI agent Finn needs a helping hand. You don't just fix problems; you make our users feel heard and build trust that lasts. Every interaction isn't just a closed ticket, it's a lesson that makes Finn smarter for next time. Finn is smart, but you're the genius behind the curtain 🤖✨
Take Ownership:
Make sure every user feels supported, understood, and never left behind: you'll take over escalated conversations that Finn (our AI assistant) hands off to a human.
Get to the root cause of why users needed to reach out at all, and drive fixes that remove the underlying problem: not just close the ticket.
Make Finn smarter after every interaction: spot where it fell short, and feed that back so the next Eva gets a better answer.
You’re curious by nature: you look for ways to improve how things work, not just how to get through the queue.
You’re calm under pressure, with a positive, solution-driven mindset when things get hectic.
You're comfortable being measured on KPIs and performance metrics.
You’re a teamplayer: steady, thoughtful, and proactive: the person others know they can count on.
You’re fully and perfectly comfortable speaking and writing in
