Senior Manager/Director of Support (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Senior Manager/Director of Support (AI): Leading and transforming the support organization by redesigning systems, processes, and tooling to create an exceptional customer experience with an accent on operational scalability and AI-driven automation. Focus on building high-performing teams, managing outsourced vendor relationships, and establishing tight feedback loops across Product and Engineering to eliminate root-cause friction.
Location: Must be based in the United States
Company
builds mobile and cloud solutions for real-time property data, supporting over 5 million units on its platform.
What you will do
- Design and continuously improve support operations, playbooks, and quality standards.
- Lead, coach, and develop a high-performing technical support team.
- Define and monitor key operational metrics to drive performance and customer satisfaction.
- Manage outsourced support partners to ensure quality and operational consistency.
- Partner with Product and Engineering to surface customer trends and improve workflows.
- Identify and implement AI-driven automation to eliminate repetitive work and improve efficiency.
Requirements
- 5+ years of experience leading Support, Customer Operations, or Service Operations teams.
- Proven track record of transforming or scaling support organizations from the ground up.
- Strong analytical skills with experience turning operational data into actionable improvements.
- Experience managing outsourced support vendors or BPO relationships.
- Proficiency with customer operations platforms like Zendesk, Jira, Gainsight, or Intercom.
- Hands-on experience using AI tools to improve productivity and workflows.
Culture & Benefits
- Flexible, supportive, and values-driven culture.
- Opportunity to shape the future of the support organization with high autonomy.
- Direct partnership with executive leadership.
- Commitment to diversity, equity, and inclusion.
- Focus on building scalable systems rather than maintenance.
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