AI Support & Operations Specialist

We are looking for a technically grounded IT professional who can bridge the gap between complex AI-powered systems and real customer needs. This is not a traditional support role — it is a strategic, hands-on position at the intersection of IT, AI operations, and customer-facing excellence.

As the primary focal point for our AI support initiative, you will own the performance and reliability of our AI agent ecosystem, coordinate with cross-functional teams, and ensure our customers experience seamless, intelligent support at scale.

The Role

Coming from an IT background, you understand how systems work under the hood — and you know how to communicate that clearly to stakeholders. You know how to operate in an AI-driven support environment: spot what's broken, fix it fast, and make the experience better for real users.

What You’ll Own

AI Agent Oversight & Performance

• Serve as the main focal point for the AI support initiative across the organization

• Monitor AI agent performance continuously, identifying degradation, gaps, and opportunities for improvement

• Ensure support flows and automations function correctly end-to-end

• Coordinate with the team responsible for updating AI training data and knowledge bases

• Quickly diagnose and resolve issues to improve product quality and customer outcomes

IT-Oriented Customer Support

• Act as the technical bridge between IT systems and customer-facing support operations

• Handle complex, escalated cases that require both technical depth and strong communication skills

• Translate technical issues into clear, actionable guidance for B2C customers

• Maintain a customer-first mindset while leveraging your IT expertise to resolve issues efficiently

Cross-Functional Coordination

• Collaborate closely with Customer Support, Product, and Engineering stakeholders

• Provide structured feedback on AI behavior, customer pain points, and recurring failure patterns

• Partner with Product teams to reduce support volume through improved self-service and in-app experience

• Contribute to shaping how AI support evolves across the company

Operations & Continuous Improvement

• Track and improve key support metrics including SLA adherence, resolution time, and CSAT

• .Identify opportunities to reduce manual workload through smarter automation

• .Analyze support tickets, conversations, and user behavior to surface systemic issues

• .Refine prompts, response logic, and automation workflows to improve AI output quality

What You’ll Need to Succeed

Background & Experience

• 3 to 6+ years of experience in IT, with meaningful exposure to customer-facing support or operations roles

• Proven ability to work across both IT/technical domains and external customer interactions

• Experience supporting global B2C products (mobile apps, SaaS, or digital platforms)

• Solid understanding of support processes, SLAs, and escalation handling

• Experience working across multiple time zones and international customer bases

Technical Skills

• Hands-on experience working within AI environments, including AI agents, LLM-based tools, or automation workflows

• Ability to evaluate and improve AI performance (prompt quality, response accuracy, automation logic)

• Familiarity with support tooling, CRM platforms, ticketing systems, and workflow automation

• Strong analytical skills — comfortable using data to identify patterns and drive decisions

• Technical troubleshooting mindset with the ability to quickly isolate and resolve system-level issues

Communication & Soft Skills

• Strong written and spoken English communication skills

• Ability to explain technical concepts clearly to non-technical customers and stakeholders

• Collaborative, proactive, and comfortable working in fast-moving, cross-functional environments

Why This Role Matters

This is a rare opportunity to be at the center of how AI-powered support is built, run, and improved at scale. You will have direct impact on customer experience for millions of users, real ownership over AI systems, and close collaboration with Product and Engineering. If you are an IT professional who is excited about AI and loves solving hard problems for real people — this role was built for you

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