About Take Command Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

Benefits

through Individual Coverage Health Reimbursement Arrangements, or ICHRAs.

easier to understand, easier to administer, and more useful for employers, employees, brokers, and partners.

About The Role

Take Command is looking for an Applied AI Specialist to help us apply AI in practical, measurable ways across our business. This role will start with primary ownership of Intercom Fin — improving how it supports customers today and exploring how it can support more advanced experiences in the future. This is a great opportunity for someone who is curious about AI, understands customer or member support workflows, and enjoys turning messy operational problems into clear, scalable solutions.

You do not need to be an AI engineer to be successful in this role. We are looking for someone who can learn quickly, think analytically, write clearly, collaborate across teams, and develop deeper technical skills over time. Fin will be the anchor responsibility, but the role is broader than one tool.

You will help evaluate where AI can improve customer care, client experience, member experience, internal workflows, and decision support. For example, this role may help explore whether AI could guide clients or members toward the best-fit health plan when supported by the right data, knowledge, rules, and compliance guardrails.

What You’Ll Do

Own day-to-day performance, quality, and improvement of Intercom Fin. Monitor Fin metrics such as resolution rate, escalation rate, customer satisfaction, conversation quality, and recurring failure patterns. Review unresolved or escalated conversations to identify root causes and improvement opportunities.

Improve Fin knowledge sources, instructions, workflows, routing, escalation logic, and guardrails. Partner with CX, Product, Compliance, Operations, Sales, Marketing, and technical teams to ensure AI-powered experiences are accurate, helpful, compliant, and aligned to business goals. Identify content, process, configuration, or data gaps that prevent AI tools from delivering a great user experience.

Support internal pilots and beta tests for expanded AI use cases, including experiences beyond traditional customer support.

Requirements

, success metrics, test plans, rollout steps, and feedback loops for AI-enabled workflows. Evaluate when Intercom Fin is the right solution and when another tool, workflow, automation, or process change may be a better fit. Document learnings, risks, decisions, and recommendations so AI improvements can scale responsibly.

What We’Re Looking For

Experience in customer support, customer experience, operations, business analysis, knowledge management, systems, or a related role. Strong problem-solving skills and the ability to investigate ambiguous issues, identify patterns, and separate symptoms from root causes.