AI Support Operations Supervisor

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

📋 Description

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

• Track the daily performance of the automated AI support system.

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

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

• Ensure compliance with SLA standards for automated support processes.

• Manage operational incidents that impact automated support workflows.

• Recognize and address basic operational challenges within AI-driven workflows.

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

• Guarantee quick recovery of automated support processes during incidents.

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

• Assess AI support response quality and resolution effectiveness.

• Identify opportunities for enhancements in automation workflows and operational processes.

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

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related field. Equivalent professional experience may be accepted.

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

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

• Proficient in monitoring operational dashboards, logs, and workflow monitoring tools.

• Knowledge of ticketing and customer support platforms.

• Basic understanding of workflow automation systems.

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

• Basic troubleshooting skills in operational systems.

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

🏝️ Benefits

• Opportunities for further professional growth - Join our international team in a dynamic environment that is set to transform the telecommunications market for IoT.

• A well-structured onboarding process accompanied by continuous team support to help you acclimate swiftly.

• Short decision-making processes and a high degree of creative freedom - here, you can truly engage and contribute to shaping the future.

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

• Ample room for new ideas and strategies, where self-motivated individuals are highly valued, and contributions are measured by results, not hours.

• Flexibility to work remotely with trusted working hours and a laptop provided.