Manila Recruitment
SAAS
(Remote)CustomerSupportTeamLeadAISupportOperations#35089
“(Remote) Customer Support Team Lead - AI Support Operations - #35089 at Manila Recruitment. Skills: AI Support Operations, Team Leadership, Customer Support. Lead customer support team. Drive AI implementation”
What You'll Achieve.
Driving the successful implementation, optimization, and expansion of AI-powered customer support conversations; Improving how AI is used within the support function; Ensure AI support delivers accurate, efficient, and customer-friendly responses
Industry & Context.
Problem-solving skills; Decision-making skills; Analyze conversations; Identify patterns; Improve workflows; Analyze failed or low-quality AI conversations; Recommend fixes
Must have their own equipment
What They're Looking For.
Must Have
At least 2 years of experience leading or coaching a team, Experience in customer support, customer success, or a similar client-facing role, understanding of support operations, ticket management, escalations, and customer communication, Ability to analyze conversations, identify patterns, and improve workflows, Comfortable working with AI tools, automation, or support technology, problem-solving and decision-making skills, Excellent written and verbal communication skills, Highly organized and able to manage multiple priorities, Process-driven mindset with a focus on continuous improvement, Ability to collaborate with product, development, and operations teams, Must have their own equipment
Nice to Have
Experience implementing or managing AI-powered support tools, Experience working with chatbots, AI Platforms (e. g. ChatGPT, Gemini, etc), AI agents, automation tools, or knowledge base systems, Experience with GitHub, ticketing systems, support, Experience creating support documentation, SOPs, training materials, or process maps, Background in SaaS, tech support, or product support
What You'll Do.
Lead customer support team
Drive AI implementation
Optimize AI conversations
Analyze support conversations
Identify automation opportunities
Ensure AI customer-friendliness
Review support tickets
Review GitHub tickets
Monitor pending CS queue
Handle escalated tickets
Review AI conversations
Analyze failed AI conversations
Update AI knowledge base
Request AI knowledge base updates
Request AI workflow updates
Update support documentation
Request support documentation updates
Flag recurring concerns
Conduct weekly team meetings
Monitor team productivity
Delegate channel communication
Lead internal improvement projects
Support client communication
Coordinate with product teams
Coordinate with development teams
How You'll Work.
Team & Collaboration
Act as bridge between human support team, AI support tools, product/development teams, and customer experience goals; Collaborate with product teams; Collaborate with development teams; Collaborate with operations teams
Communication Scope
Excellent written communication skills; Excellent verbal communication skills
Process & Methodology
Lead one internal improvement project at a time
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