Senior Manager, Support Operations

Job Summary

Focused on enhancing AI-driven customer support, the full-time Senior Manager, Support Operations will manage the end-to-end operations of the AI chatbot and BPO team, driving continuous improvements and system integrations in a remote environment.

Key responsibilities

• Continuously improve the customer-facing chatbot through prompt engineering, knowledge base curation, and performance tracking
• Oversee the day-to-day relationship with the BPO partner, including performance management and operational rhythm
• Build and maintain integrations between AI tools and operational systems to enhance agent-assist capabilities

Required qualifications

• Experience building and shipping AI-powered support tooling that is actively used
• Hands-on experience writing prompts for production systems
• Proven ability to integrate AI tools with operational systems using APIs or similar methods
• Background in customer support or experience functions, managing queues and analyzing tickets
• Comfortable reading, writing, and debugging code with AI assistance