AI Support Operations Supervisor

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

📋 Description

• Supervise the effectiveness and dependability of 1NCE’s automated first-line customer support platform.

• Track the daily operations of the automated first-line AI support system.

• Analyze operational dashboards, workflow execution logs, and ticket flows to ensure system stability and performance.

• Detect workflow disruptions, failed automation processes, or unusual behavior within the AI support system.

• Guarantee SLA compliance for automated support processes.

• Oversee operational incidents impacting automated support workflows.

• Identify and resolve basic operational challenges within AI-driven workflows.

• Escalate technical issues to engineering or platform teams when necessary.

• Ensure swift recovery of automated support processes during incidents.

• Handle complex or unique customer cases that cannot be resolved by automated workflows.

• Evaluate AI support response quality and resolution effectiveness.

• Spot opportunities for improvement in automation workflows and operational processes.

• Collaborate with internal teams such as Customer Support, Product, Platform Engineering, and AI operations teams.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related discipline. Equivalent professional experience may also be considered.

• 3–5 years of experience in customer support operations, service operations, support quality monitoring, and technical customer support environments.

• Experience in digital customer support platforms or automated service settings is a plus.

• Capability to monitor operational dashboards, logs, and workflow monitoring tools.

• Familiarity with ticketing and customer support platforms.

• Basic comprehension of workflow automation systems.

• Proficiency with tools such as Salesforce, Jira / Atlassian, customer support platforms, and monitoring dashboards.

• Basic troubleshooting abilities in operational systems.

• Proficient in English (C1); additional languages are a plus (German, Spanish, Chinese, Japanese).

🏝️ Benefits

• Opportunities for further professional development - Join our international team in an exciting environment that will transform the telecommunication market for IoT.

• Comprehensive, well-organized onboarding process and ongoing team support to help you quickly acclimate.

• Short decision-making processes and a high degree of creative freedom - you can truly engage and help shape the future with us.

• A work environment characterized by respect and informal communication among teams, departments, and management.

• Ample space for new ideas and strategies, where self-motivated individuals are highly valued, and performance is measured by results rather than time.

• Remote working with flexible hours & company-provided laptop.