(remote) Customer Support Team Lead - AI Support Operations - #35089 - Remote Eligible
Manila Recruitment
Customer Support Team Lead – Ai Support Operations
Our client is an innovative startup revolutionizing the property management industry with cutting-edge SaaS solutions. Their mission is to empower property managers globally by streamlining their operations and improving customer relationships through our technology. This is an amazing career opportunity for someone who wants to be a part of a fast-growing company.
Role Overview:
The Customer Support Team Lead – AI Support Operations will be responsible for leading the customer support team while driving the successful implementation, optimization, and expansion of AI-powered customer support conversations. This role is not only focused on managing human agent performance, but also on improving how AI is used within the support function. The Team Lead will analyze support conversations, identify automation opportunities, improve workflows, create processes, and work closely with internal teams to ensure AI support delivers accurate, efficient, and customer-friendly responses. You will act as the bridge between the human support team, AI support tools, product/development teams, and customer experience goals.
Day-to-Day Responsibilities
- Review support tickets, GitHub tickets, and escalations.
- Monitor and maintain a clean Pending CS queue.
- Handle escalated tickets directly when needed.
- Review AI-handled conversations and identify improvements.
- Analyze failed or low-quality AI conversations and recommend fixes.
- Update or request updates to AI knowledge base content, workflows, and support documentation.
- Flag angry clients, urgent issues, or recurring customer concerns.
- Conduct weekly team meetings.
- Monitor team productivity and quality.
- Delegate channel communication to the on-shift agent when appropriate.
- Lead one internal improvement project at a time.
- Support client communication and calls when needed.
- Coordinate with product/development teams for unresolved technical issues