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
Requirements
Must-have Skills / Qualifications:
- At least 2 years of experience leading or coaching a team.
- Experience in customer support, customer success, or a similar client-facing role. While at the same time experience as an AI implementation for chatbot is highly desirable.
- Strong 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.
- Strong 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.
Employment Type: Independent Contractor
Schedule: Monday to Friday from 3 PM to 11 AM or 4 PM to 12 AM (with 30 mins lunch break)
Location: Remote
Industry: SAAS
