TL;DR

Ai Agent Support Experience Manager (Customer Support): Lead and optimize AI-driven chat and voice customer support agents to improve customer satisfaction and operational efficiency with an accent on multi-channel AI playbook management, conversational design, and data-driven performance insights. Focus on orchestrating seamless AI-human handoffs, managing complex playbook architectures, and driving measurable CSAT improvements.

Location: Remote, work from anywhere in the world

Salary: $122,000 - $160,000 USD per year

Company

%hirify_global% is a fast-growing tech company focused on maximizing lives through innovative customer support solutions and career growth opportunities.

What you will do

Lead a team of content and quality specialists to deliver best-in-class AI agent experiences.
Strategize evolution of AI agent capabilities and workflows across chat and voice channels.
Leverage AI performance data to improve bot resolutions, containment rates, and customer experience.
Develop strong partnerships with AI technology partners to influence roadmaps and accountability.
Refine conversational design including VUI principles and manage complex playbook architectures.
Ensure seamless handoffs between AI systems and human agents for smooth customer journeys.

Requirements

Remote work from anywhere globally with flexible hours.
5-8 years relevant experience in operations, consulting, or startups with 3+ years people leadership.
Experience developing and optimizing chatbot/voice AI playbooks and multi-channel AI deployments.
Strong written communication skills focused on clear customer messaging.
Analytical skills to interpret performance data and generate actionable insights.
Proficiency with CRM software and data analytics tools (Excel, Looker, Google Analytics).

Nice to have

Experience with AI chatbot platforms like Ada, Poly, Decagon, Intercom, Drift.
Exposure to travel, fintech, or SaaS industries.
Knowledge of communication frameworks such as neurolinguistic programming and Fogg Behavior Model.
Strong project management skills managing multiple priorities.

Culture & Benefits

Remote-first flexibility with work-from-anywhere policy and flexible hours.
Unlimited PTO, company-wide recharge days, and annual team offsites.
Weekly UberEats credits and travel discounts.
Generous parental leave and flexible return-to-work plans.
Competitive salary, equity options, and top-tier benefits from day one.
Wellness budgets, personal development funds, and team learning resources.