Customer Support Team Lead - AI Support Operations
New
M
Philippines, Monday to Friday from 3 PM to 11 AM or 4 PM to 12 AMContractLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 2 years of experience leading or coaching a team.
- Required Skills
- Customer supportSaaSGitHub
Requirements
- At least 2 years of experience leading or coaching a team.
- Experience in customer support, customer success, or a similar client-facing role.
- 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
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
View Full Description & ApplyYou'll be redirected to the employer's site
