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, precise, and reliable outcomes across automated, client, and user-facing systems.

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

⛳️ Requirements

• Develop an in-depth understanding of both protocols to make confident judgment calls on resolutions, escalations, and user support issues.

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

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

• Verification and high-quality decision-making: assess and confirm the accuracy of protocol-related proposals, apply structured reasoning to ambiguous situations, and decide on the best outcomes.

• Operational flexibility: take pride in your adaptability and collaborative work style, be willing to push boundaries as your role evolves daily, and take initiative as a connector between internal and external stakeholders and systems.

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

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

🏝️ Benefits

• We promote personal wellness, professional development, and flexible work environments — whether you’re focused on family, travel, or anything in between.