AI Support Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the customer-facing AI agent, ensuring that the quality of resolutions and the quality-adjusted automation rate either maintain or improve month over month.

• Take ownership of the AI-agent topic configuration, prompt and behavior adjustments, design of escalation to human agents, and establishment of quality gates.

• Oversee the Help Center as the collective knowledge base for customer self-service and AI interfaces.

• Organize, validate, and publish content generated by the AI for the Help Center.

• Manage taxonomy, article templates, AI retrieval writing standards, Guru collections, drafting processes, and the verify-and-publish workflow in collaboration with Tier 1.

• Address AI failure reports from the shared intake queue.

• Investigate incorrect or missing AI responses to identify retrieval failures, content issues, or product-truth discrepancies.

• Direct product-truth discrepancies to the relevant owner and track the speed of gap closure.

• Transform identified incorrect or missing AI responses into published corrections.

• Engage in release planning and prepare Help Center articles, Finance topics, and frontline teams prior to go-live.

• Maintain runbooks, configuration documentation, and establish measurement baselines.

• Ensure that every critical system has a trained backup and no single point of failure.

• Communicate AI knowledge-architecture gaps to the R&D team.

• Design AI handoff processes within support tier workflows.

• Ensure Guru collections are accurate and prepared for AI utilization.

• Evaluate the quality-adjusted automation rate, knowledge gap closure rate, escalation precision, operability, and partner trust.

⛳️ Requirements

• 3–5+ years of experience in support operations, customer experience operations, knowledge management, or conversational AI operations.

• Direct involvement with a production AI agent; experience with Intercom Fin is strongly preferred, while familiarity with Ada, Forethought, Decagon, or similar is also relevant.

• Proven ownership of customer-facing help content from start to finish.

• Experience in taxonomy, content validation workflows, structured authoring, and writing for AI retrieval.

• Experiment-driven approach: hypothesize, conduct small tests, measure outcomes, and then scale.

• Comfortable engaging with AI-assisted workflows as a routine part of work.

• Strong analytical skills to trace inaccurate AI responses through retrieval, content, and product behavior to identify root causes.

• Ability to collaborate by voicing concerns early and directly, engaging in open disagreement, committing fully, and respecting colleagues' areas of expertise.

• Proficient in building systems, documenting processes, and training a backup.

• Ability to check in before dedicating significant time to related tasks.

• Capacity to present risks to a manager with clear recommendations.

• Ability to assess impact based on the collective outcomes produced by the team.

• Must verify identity and eligibility to work in the United States and complete the necessary employment eligibility verification document upon hiring.

🏝️ Benefits

• Medical, dental, and vision insurance with a subsidy from 15Five.

• Employer-sponsored short-term disability, long-term disability, and term life insurance.

• Family planning support with enhanced medical plans and consultation services.

• Inclusive Benefits Stipend.

• Resources for mental health and wellness.

• Flexible Time Off Program.

• Generous paid leave for new parents.

• Military leave.

• Paid company holidays.

• Sabbatical Program.

• 401(k) plan with 4% matching after 6 months of employment.

• Options for remote work.

• Annual discretionary bonus program.

• Equity awards.

• Comprehensive benefits and wellbeing offerings.

• Opportunity to collaborate with experts in leadership, culture, and personal development.