AI Support Lead

Overview

Own the end-to-end conversational AI and chatbot program for the Help Center, an internal email-ticket AI agent, and broader CX-related conversational AI use cases.

What you'll do

• Own the customer-facing Help Center chatbot end to end.
• Own an internal AI agent that processes inbound email tickets.
• Manage the vendor relationship for the conversational AI platform.
• Define the roadmap for conversational AI use cases over time.
• Improve chatbot and email-ticket AI performance against clear metrics.
• Partner cross-functionally to expand AI usage across CX Operations.
• Represent the program to cross-functional leadership in MBR/QBR-style settings.

What you'll need

• Proven track record owning a conversational AI/chatbot program end to end.
• Familiarity with metrics such as containment rate, deflection rate, and CSAT.
• Experience building reporting and defending results with the above metrics.
• People management experience including hiring, developing, and accountability.
• Comfort partnering with Support Operations and Engineering for tooling integration.
• Direct experience managing a vendor relationship as part of owning outcomes.
• Tooling context familiarity with conversational AI/chatbot platforms and Zendesk/support platforms.

Details

• Compensation: $200,000–$280,000 USD depending on location.