Head of AI Support Operations

Job Responsibilities:

AI Systems & Processes

• Define and own Bark's AI strategy, roadmap, and success metrics across the Customer Support organization, aligning the approach with company-level goals and anticipating how AI decisions ripple into adjacent teams (Support, Product, Engineering, Trust & Safety).
• Design and continuously evolve the governance, workflows, and standards that keep Bark's AI systems accurate, safe, and effective — establishing practices other teams can adopt as the AI footprint grows.
• Anticipate emerging risks in AI-driven support (accuracy, safety, brand, compliance) and advise Support and Trust & Safety leadership on how to manage them.

AI Copilot for Agents

• Own the performance and roadmap of the AI copilot end-to-end, exercising judgment on tradeoffs between agent speed, accuracy, and experience.
• Partner with Engineering and Product as a trusted advisor, shaping how suggestions, macros, and workflows evolve based on agent feedback and performance data.
• Define and track the adoption and impact metrics that matter (handle time, quality scores, agent satisfaction), and use them to drive iteration.

Customer-Facing AI (Fin)

• Own our customer-facing AI agent (Fin) end-to-end — conversation design, escalation logic, and knowledge base alignment — as the final point of accountability for how Fin represents Bark to customers.
• Set and enforce the standards that keep Fin's responses aligned with Bark's brand voice and messaging guidelines, including the hedged language required around safety claims (e.g., "helps keep kids safer" rather than absolute claims).
• Monitor deflection rate, resolution quality, and customer satisfaction, and use that data to continuously tune Fin and shape the broader AI strategy.

AI Training Tool

• Own the AI-powered onboarding and coaching tool, including simulation design and feedback quality, as a system that scales agent capability over time.
• Partner with Support leadership and enablement to identify skill gaps and translate them into training content and scenarios.
• Measure and report on the tool's impact on new-hire ramp time and ongoing agent performance, and evolve it based on results.

Requirements:

• 7+ years of experience in customer support, support operations, or CX, with substantial hands-on experience building or scaling AI/automation programs, including sustained ownership of outcomes rather than individual projects
• A track record of independently defining and driving an AI or automation strategy with limited precedent — from strategy through execution, measurement, and iteration
• Direct experience with AI copilot tools for support agents and/or customer-facing conversational AI (e.g., Intercom Fin, Zendesk AI, or similar)
• Deep working knowledge of how LLM-based support tools are built and tuned — prompt design, conversation flows, escalation logic, and knowledge base architecture — sufficient to be the go-to expert on this within the organization
• Comfortable exercising broad judgment in ambiguous or high-risk situations, setting your own priorities, and trusted to advise Support, Product, and Trust & Safety leadership on complex tradeoffs without close oversight
• Strong analytical skills, with experience defining KPIs and using data to guide product and process decisions at a strategic level
• A track record of acting as a trusted advisor across functions — Support, Product, Engineering, and Trust & Safety — shaping how they work with AI, not just executing within one team
• Experience in a fast-paced, high-growth environment

Nice to Have

• Direct experience with Intercom and Fin specifically.
• Background in instructional design, curriculum development, or agent enablement.
• Technical fluency with SQL, APIs, or prompt engineering frameworks.
• Passion for Bark's mission of helping families navigate technology safely
  
  

Benefits:

• Competitive compensation commensurate with experience
• Equity stake in Bark
• Paid time off
• Paid sick time
• Health Benefits:
• • Medical
  • Dental
  • Vision
  • Healthcare Support
  • On-Demand Primary Care
  • Online Mental Health Therapy
  • Flexible Spending Account (FSA)
  • Supplemental Life Insurance
  • 401(k)
  • Voluntary Long-term and Short-term Disability Insurance

We recognize people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. We encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Bark is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.