Customer Support Specialist
The role involves using AI-powered customer support tools to efficiently resolve a high volume of customer inquiries and support requests.
Fnby Intercom is a technology company that has rebuilt its customer support function around AI to drive efficiency and cost savings.
- Health insurance
- Retirement plan
- Paid time off
Benefits estimated based on industry standards
Three years ago, we committed to something most support teams still haven't: rebuilding our entire CS function around AI, not just adding it onto what we already had. Today, Fin resolves over 81% of our support volume. We've absorbed 300%+ more customer demand without proportional headcount growth. And we've avoided $7.5M–$9M in annual costs we would otherwise have incurred. But the numbers aren't the whole story. What truly made the difference was the commitment, not just the technology. We created new roles. We restructured our teams. We reset expectations about how time gets spent. We treated it as a continuous discipline, not a one-time deployment. We've written up everything we learned. It's the final piece in our "Transformation in action" series — and the most honest account we can give of what this actually takes.
View on LinkedIn →