About Andrew Dell
Andrew Dell is a Support Operations Architect who runs AI-assisted customer support with Intercom Fin, Zendesk AI, Botpress and n8n for a high-volume support operation. He works remote from Saint Augustine, FL.
What I do
I own the tooling, automation and process layer of a support operation: Zendesk administration, AI agents, telephony, and the integrations that connect support to Salesforce, Jira and Slack. The work serves seven teams: customer support, compliance, fraud, security, onboarding, legal and sales enablement.
How I got here
I started in customer support in 2022, became a Customer Support Team Lead, and moved into support operations in October 2023. Before that I did store support for 200+ retail locations at Carter’s. I hold a B.S. in Software Engineering from Kennesaw State University.
What I believe about AI in support
Full coverage, not full automation. The goal is that every customer gets helped, by AI or by a person, at the right moment. When a bot answers badly, check what it can find before rewriting what it’s told.
Outside work
I volunteer as a SCORE mentor in Jacksonville and coordinate webinar hosts for SCORE’s District 491. I’m also an event host with the Outdoorsy Adventure Team.