Customer Support Team Lead – AI Support Operations

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

📋 Description

• Review support tickets, GitHub issues, and escalations.

• Oversee and ensure a tidy Pending CS queue.

• Directly manage escalated tickets as necessary.

• Evaluate AI-managed conversations and propose enhancements.

• Assess unsuccessful or low-quality AI interactions and suggest solutions.

• Update or request modifications to AI knowledge base content, workflows, and support documentation.

• Identify distressed clients, urgent matters, or recurring customer issues.

• Facilitate weekly team meetings.

• Track team productivity and quality standards.

• Assign channel communication to the on-duty agent when suitable.

• Spearhead one internal improvement project at a time.

• Assist with client communications and calls as needed.

• Collaborate with product and development teams on unresolved technical challenges.

⛳️ Requirements

• Minimum of 2 years of experience in leading or coaching a team.

• Background in customer support, customer success, or a related client-facing role; experience with AI implementation for chatbots is highly desirable.

• In-depth knowledge of support operations, ticket management, escalations, and customer communication.

• Capability to analyze conversations, detect patterns, and enhance workflows.

• Proficient with AI tools, automation, or support technologies.

• Strong problem-solving and decision-making abilities.

• Exceptional written and verbal communication skills.

• Highly organized with the capacity to handle multiple priorities.

• Process-oriented mindset with a commitment to continuous improvement.

• Ability to work collaboratively with product, development, and operations teams.

• Must possess personal equipment.

• **Nice to Have**

• Experience in implementing or managing AI-driven support tools.

• Familiarity with chatbots, AI platforms (e.g., ChatGPT, Gemini, etc.), AI agents, automation tools, or knowledge base systems.

• Experience with GitHub, ticketing systems, and support.

• Background in creating support documentation, SOPs, training materials, or process maps.

• Experience in SaaS, tech support, or product support.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements and remote opportunities.

• Professional development and training programs.

• Collaborative and inclusive work culture.