Overview

SafetyWing was founded to create access to equal opportunities for people everywhere, regardless of where they were born. We aim to remove the role of geographical borders as an obstacle to equal opportunities and freedom for everyone. We are a fully remote team, and we hire globally.

We’re looking for an AI Support Operations Specialist who is obsessed with quality, automation, and helping people. This role sits at the intersection of customer care, product, and AI. You’ll own the AI support agent, keep its knowledge accurate, and make sure customers always get the help they need.

You’ll be working with a high-performing, fully remote team of 200+ people, spread across 40+ countries, in ten timezones.

About SafetyWing

SafetyWing (YC W18) is building a global social safety net, and we’re growing our team to do it. We are on a mission to remove geographical borders as a barrier to equal opportunities and freedom for everyone. We are a fully remote team of 200+ people spread across 40+ countries and 10 timezones. We have a shared passion for travel and for working remotely, and we’re looking for a fellow self-starter to join us.

Our products are enjoyed by thousands of customers from all over the world, including frequent travellers, remote workers and companies, digital nomads, and many others.

About the Role

We’re hiring an AI Support Operations Specialist to own the AI support experience at SafetyWing. You’ll work in Intercom Fin to improve the AI agent, design how it helps customers, and collaborate closely with Customer Care, Product, Engineering, and Compliance teams. If you love turning messy information into clear answers and believe AI can make support faster and more human, this role is for you.

This is a full-time position, and we’re hiring globally. We’re looking for someone with experience in customer care, AI tools, knowledge management, or a mix of all three. We care more about what you can do than where you studied, and we’re happy to train the right person.

Our team works remotely, so you’ll need to be comfortable working async and across time zones. We’ll provide the tools and support you need to do your best work.

What You’ll Do

  • Own and manage SafetyWing’s AI support agent in Intercom Fin, including its answers, tone, and accuracy
  • Design, test, and improve customer journeys through the AI agent, from first question to resolution or handoff to a human
  • Maintain the product knowledge base the AI agent relies on, updating it with new product changes and customer feedback
  • Track and analyse the AI agent’s performance, including resolution rate, customer satisfaction, and common failure points
  • Identify knowledge gaps and content improvements that reduce customer confusion and repeat questions
  • Collaborate with Customer Care to define when and how the AI agent hands off to a human, and how to make those handoffs seamless
  • Work with Product, Engineering, and Compliance to make sure the AI agent’s answers are accurate, up to date, and compliant
  • Lead or contribute to AI-related projects, such as launching new AI features, testing prompts, and improving automation
  • Share learnings and insights with the wider team, helping us build a stronger AI support operation
  • Continuously improve the support experience by finding ways to make it faster, clearer, and more helpful for customers

What We’re Looking For

  • Experience working with AI tools, ideally in customer support or product operations
  • Excellent English writing skills, with the ability to explain complex topics in a simple, friendly way
  • Strong attention to detail and a systematic approach to problem-solving
  • Curiosity and a willingness to learn new tools and technologies quickly
  • Comfortable working with data and using it to make decisions
  • Experience with Intercom or similar support platforms is a plus, but not required
  • Familiarity with SafetyWing’s products (Nomad Insurance, Remote Health) is a plus
  • Ability to work independently in a fully remote, async environment
  • A customer-first mindset and a genuine desire to help people

What We Offer

  • We operate in a fully remote work environment – you can work from anywhere in the world
  • A flexible working culture – you can work from anywhere and work whenever is best for you, as long as you deliver results
  • A yearly salary of $50,000 USD paid monthly
  • A yearly minimum of 4 weeks of paid time off
  • Health insurance package
  • We also offer a $1,000 USD equipment allowance and co-working space allowance
  • We have a yearly company offsite where we get together as a team to celebrate and plan for the year ahead
  • We also have a generous referral program where we pay you $1,000 USD for every successful referral
  • You’ll be working with a small, fast-moving team that is passionate about building great products

What to Expect

We’ll reach out to you within 2-3 weeks if your application is successful. The interview process typically involves a screening call, a task, and a final interview with the hiring team. We aim to make the process as smooth and transparent as possible.

We Like to Work With People Who

  • Think about the customer first and always look for ways to make things better
  • Are curious and always learning
  • Take ownership and get things done
  • Communicate clearly and openly
  • Are comfortable working in a fast-moving, remote environment

Come join us in building a global social safety net for remote workers and nomads.