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**

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.

Customer Support Team Lead – AI Support Operations

Key skills