Protocol Support Manager

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

📋 Description

• The ideal candidate will be tasked with ensuring high-quality, accurate, and reliable outcomes across automated, client, and user-facing systems.

• We are seeking a Protocol Support Manager to fulfill a vital human-in-the-loop judgment role within various systems, ensuring correctness, trust, and quality of resolution at the edges of automation.

⛳️ Requirements

• Develop a comprehensive understanding of protocols and utilize this knowledge to make confident judgment calls on resolutions, escalations, and user support issues.

• AI quality assurance and training: assess AI-generated responses, pinpoint failures, support corrective training, and provide valuable feedback to enhance the overall systems.

• Triage and resolution: leverage knowledge and resourcefulness to address inquiries and issues across a wide range of topics.

• Verification and high-quality decision-making: Analyze and verify the accuracy of protocol-related proposals, apply structured reasoning to ambiguous situations, and determine the optimal outcome and decision.

• Operational flexibility: Take pride in your adaptability and collaborative work style, be comfortable pushing boundaries as your role evolves daily, and take ownership as a liaison between internal and external stakeholders and systems.

• Communicate effectively and collaboratively with product, engineering, and marketing teams while balancing a cross-functional role with adaptability.

• Identify recurring issues and provide structured feedback or solution suggestions, and be willing to collaborate across functions (marketing, product, engineering) to enhance our overall systems and products.

🏝️ Benefits

• We promote personal wellness, professional development, and flexible work environments — whether you’re family-oriented, a digital nomad, or somewhere in between.