Customer Support Analyst

At Klue, We’re Building the Future of Competitive Intelligence Klue Customer Success is hiring As our AI First, Customer Support Analyst , your job is simple to say but powerful in practice: manage the agent, not the queue. Klue Support is evolving from humans answering tickets to humans training AI agents that answer tickets. In this role, you’ll 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, but your primary mission is to ensure the agent can do that work itself next time. You’ll partner closely with Customer Success, Product, Engineering, and AI Ops to improve response quality, eliminate repetitive work, and close the feedback loops that drive CSAT. This role is ideal for someone who is AI‑curious, technical, calm under pressure, and energized by improving systems instead of grinding through queues. What’s In It for You? You’ll be at the forefront of how AI‑first support teams operate, learning how to train, govern, and scale LLM‑powered agents in a real production environment. You’ll gain hands‑on experience with prompt tuning, agent coaching, knowledge architecture, and AI performance metrics, while influencing how Klue delivers support at scale. This role offers strong growth opportunities into senior support operations, AI ops, product enablement, or systems‑focused roles within a fast‑moving, high‑trust team. What You’ll Do AI Agent Ownership: Own the quality, accuracy, and confidence of Klue’s Intercom Fin AI agent, ensuring it delivers fast, reliable, and high‑CSAT responses across the majority of inbound support interactions. Agent Training & Coaching: 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. Knowledge & Content Management: Maintain and evolve the knowledge layer that powers the agent by creating, structuring, and updating clean, accurate KB content and supporting assets that accelerate agent learning. Escalation & Technical Support: Step in when human support is required to resolve high‑complexity issues, troubleshoot SSO, integrations, and advanced configurations, and provide clear, technically sound resolutions. Product & Engineering Collaboration: Gather context, reproduce issues, and deliver tight, actionable repro steps to Product and Engineering teams while ensuring learnings are fed back into the agent. Feedback Loops & Insights: Identify recurring agent failures, customer pain points, and support patterns, surfacing insights that influence product roadmap, onboarding improvements, and adoption strategies. Continuous Improvement: 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. What Success Looks Like We want you to love the role you’re in, and we believe these outcomes will set you up for success: 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. ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ Not ticking every box? That’s okay. We take potential into consideration. An equivalent combination of education and experience may be accepted in lieu of the specifics listed above. If you know you have what it takes, even if that’s different from what we’ve described, be sure to explain why in your application. At Klue, we’re committed to building a high‑performing team where people feel a strong sense of belonging, can be their authentic selves, and are able to reach their full potential. If there’s anything we can do to make our hiring process more accessible or to better support you, please let us know, we’re happy to accommodate. Why Klue Might Be the Perfect Fit For You At Klue, you’ll push the boundaries of what’s possible. For yourself, your team, and our customers. The environment here feels more startup than corporate. You’ll roll up your sleeves, build, iterate, and level up. This is a place where your ideas matter, you can shape what comes next, and leave your mark. If you’re looking to join a category‑defining company… where you own big outcomes, influence real customers, and work with smart, gritty people… you’ll thrive here. Unlock Your Potential. Take Risks. Take Action. Innovate How We Work at Klue We love the balance of connection and flexibility. We work hybrid , spending at least 2-3 days a week in‑office to collaborate, brainstorm, and build together. Our main hubs are in: