Customer Support, Operations Lead – AI-First

📋 Description

• Lead and mentor a team of five support professionals

• Develop workflows for triage, escalation, and resolution processes

• Create comprehensive playbooks for critical issues

• Utilize AI to streamline repetitive tasks

• Identify recurring problems and address their root causes

• Implement weekly enhancements (processes, automation, documentation)

• Provide transparent updates on successes, failures, and areas needing attention

⛳️ Requirements

• 3–6+ years of experience in customer support, operations, or related fields

• Proven experience in leading or mentoring support teams

• Excellent written English and customer communication abilities

• Background in startups or software environments

• A systems-oriented mindset — you conceptualize in terms of processes, not just tickets

• Proficiency with AI tools to enhance workflows and productivity

• Strong organizational skills and ability to follow through

• Capability to remain composed and make decisions under pressure

🏝️ Benefits

• 20 days of paid time off along with U.S. holidays

• Competitive compensation in USD, commensurate with experience

• High level of ownership and visibility within a small team

• Chance to build and shape the support framework from the ground up