Customer Support Analyst

Join to apply for the Customer Support Analyst role at Klue. Get AI‑powered advice on this job and more exclusive features. At Klue, we’re building the future of competitive intelligence. Our Customer Success team is hiring a Customer Support Analyst to own the performance of our Intercom Fin AI agent, making it smarter, faster, and more accurate every week. You’ll step in to handle complex human support only when needed, while your primary mission is to enable the agent to do that work itself next time. Base pay range CA$61,000.00/yr - CA$81,000.00/yr What You’ll Do Own the quality, accuracy, and confidence of Klue’s Intercom Fin AI agent, ensuring fast, reliable, and high‑CSAT responses across the majority of inbound support interactions. Review conversations daily and continuously improve agent performance by tuning prompts, rules, intents, fallback logic, and examples so the agent learns and improves every week. Maintain and evolve the knowledge layer that powers the agent by creating, structuring, and updating clean, accurate KB content and supporting assets. Step in when human support is required to resolve high‑complexity issues, troubleshoot SSO, integrations, and advanced configurations, and provide clear, technically sound resolutions. Gather context, reproduce issues, and deliver tight, actionable repro steps to Product and Engineering teams while ensuring learnings are fed back into the agent. Identify recurring agent failures, customer pain points, and support patterns, surfacing insights that influence product roadmap, onboarding improvements, and adoption strategies. Drive workflow optimization, automation, and AI‑first support practices that reduce repetitive work, improve response times, and scale high‑quality support without growing the queue. Success Looks Like The AI agent handles the majority of inbound questions with high accuracy. CSAT remains high while response times decrease. Human‑handled tickets demonstrate strong clarity and technical depth. CSMs feel unblocked and confident, and customers trust agent‑driven responses. What You Bring Must Haves Experience working with Intercom Fin AI or another AI‑powered support agent. Familiarity with training LLM‑based agents (prompting, knowledge structure, examples, intents). Clear, precise written and verbal communication. Calm, methodical problem‑solving in high‑pressure or ambiguous situations. Ability to troubleshoot SSO, Salesforce, and other common integrations and configurations. Comfort working in fast‑moving, AI‑first environments. Nice‑to‑Haves Experience with HelpDocs or other knowledge base platforms. Exposure to analytics and reporting tools (Pendo, GA, BigQuery, Looker, Excel); experience with CRM integrations (Salesforce, HubSpot). Background in competitive intelligence, market intelligence, or win‑loss. Experience in Martech or Salestech. Benefits & Perks High performance culture with career development, coaching, and annual performance reviews. Comprehensive health & dental coverage starting on Day 1; additional perks such as discounts at Goodlife and Perkopolis. Employee Stock Option Plan available to all full‑time employees. Generous vacation policy—take the time you need; simply give notice. All employees receive a Mac (or PC) and access to top‑tier tools. Dog‑friendly spaces in Vancouver and Toronto offices. Weekly “Friday Show, Don’t Tell” meetings to showcase AI projects. How We Work at Klue We work hybrid, spending at least 2–3 days a week in‑office to collaborate, brainstorm, and build together. Our main hubs are in: 🇨🇦 Vancouver (HQ) 🇨🇦 Toronto 🇬🇧 London About Klue We’re on a mission to help organizations stop losing winnable deals. Klue’s AI agents generate market, competitor, and buyer insights in a unified platform, ensuring trust, automation, and activation across every department. We’re AI‑first at our core and thrive on curiosity, ownership, and collaboration. #J-18808-Ljbffr