AI Support Operations Supervisor (all)

1. Main Purpose of the Role

The AI Support Operations Supervisor oversees the performance and reliability of 1NCE’s automated first-line customer support platform.

As 1NCE transitions from a human-operated support model to an AI-driven, agentic support system, this role acts as the human supervision layer ensuring the automated workflows operate reliably, efficiently, and in line with service quality expectations.

The role is responsible for monitoring AI support operations, managing edge cases, troubleshooting workflow issues, and ensuring continuous improvement of automated support processes.

The AI Support Operations Supervisor ensures that automated support services meet service levels, quality standards, and customer experience objectives while coordinating with technical teams when deeper intervention is required.

2. Duties and Responsibilities

AI Support Operations Monitoring

• Monitor the daily performance of the automated first-line AI support system.
• Review operational dashboards, workflow execution logs, and ticket flows to ensure system stability and performance.
• Identify workflow interruptions, failed automation steps, or abnormal behavior within the AI support system.
• Ensure SLA adherence for automated support processes.

Incident Handling and Escalation

• Manage operational incidents affecting automated support workflows.
• Identify and resolve basic operational issues within AI-driven workflows.
• Escalate technical problems to engineering or platform teams when required.
• Ensure rapid recovery of automated support processes during incidents.

Edge Case Handling

• Manage complex or exceptional customer cases that cannot be resolved by automated workflows.
• Ensure appropriate routing of such cases to second-level support teams.
• Provide feedback to improve the system’s handling of similar cases in the future.

Quality Assurance and Performance Monitoring

• Monitor AI support response quality and resolution performance.
• Review automated support interactions to ensure they meet customer service standards.
• Identify recurring issues affecting resolution rates or customer satisfaction.

Continuous Improvement of AI Support Operations

• Identify improvement opportunities in automation workflows and operational processes.
• Provide feedback to technical teams to optimize workflows, prompts, and knowledge base content.
• Support the continuous optimization of AI-driven support operations to increase resolution rates and operational efficiency.

Operational Coordination

• Coordinate with internal teams such as Customer Support, Product, Platform Engineering, and AI operations teams.
• Contribute to the continuous improvement of support documentation and knowledge bases.
• Ensure operational transparency by reporting system performance and incidents.

3. Requirements

Education

Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related field.

Equivalent professional experience may be considered.

Relevant Work Experience

• 3–5 years of experience in:
  • Customer support operations
  • Service operations
  • Support quality monitoring
  • Technical customer support environments

Experience working in digital customer support platforms or automated service environments is advantageous.

Technical Skills

• Ability to monitor operational dashboards, logs, and workflow monitoring tools
• Understanding of ticketing and customer support platforms
• Basic understanding of workflow automation systems
• Familiarity with tools such as:
  • Salesforce
  • Jira / Atlassian
  • Customer support platforms
  • Monitoring dashboards
• Basic troubleshooting capability in operational systems

Engineering or coding skills are not required, but a technical affinity is beneficial/required.

Language Skills

• English (C1)
• Additional languages are advantageous (German, Spanish, Chinese, Japanese)

Soft Skills

• Strong analytical mindset
• Structured and methodical way of working
• Ability to identify operational issues quickly
• Strong problem-solving ability
• Proactive approach to improving operational processes
• Strong communication and coordination skills
• Ability to work in global, cross-functional teams

• Further professional growth - Become part of our international team and an exciting environment that will revolutionize the telecommunication market for IoT
• Dedicated, well-structured onboarding process and continuous team support to help you get up to speed quickly
• Short decision-making paths and a lot of creative freedom - with us you can really get involved and help shape the future
• A work environment defined by respect, close and informal communications among teams, departments, and management
• Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results
• Remote working with trusted working hours & laptop