Support Team Lead (AI)

TL;DR

Support Team Lead (Customer Support): Leading and developing a team of Support Specialists to ensure high-quality contributor experiences with an accent on performance management, coaching, and operational oversight. Focus on driving CSAT and SLA attainment, managing complex escalations, and optimizing ticket queue health.

Location: United States (based on US labor law compliance)

Company

Scale AI develops reliable AI systems and high-quality data technologies that power the world's leading models for enterprises and governments.

What you will do

• Lead, coach, and develop a team of Support Specialists through regular 1:1s and structured feedback.
• Monitor team performance across quality, productivity, CSAT, and SLA attainment metrics.
• Manage day-to-day operations, including ticket queue health, schedule adherence, and coverage coordination.
• Serve as the primary escalation point for complex or unresolved contributor issues.
• Track and report on team performance metrics and provide actionable insights to leadership.
• Collaborate with Quality, Enablement, and SME teams to drive process improvements.

Requirements

• Minimum 2 years of direct people management experience in customer support or operations.
• Strong written and verbal communication skills in English.
• Proficiency in Zendesk, Slack, and Google Workspace.
• Proven ability to manage competing priorities and make sound decisions under pressure.
• Must be eligible to work under US labor regulations.

Nice to have

• Previous experience as a Support Specialist, SME, or Team Lead within a tiered support structure.
• Experience with data and analytics tools such as Redash or Snowflake.
• Familiarity with basic coding or scripting.

Culture & Benefits

• Inclusive and equal opportunity workplace committed to diversity.
• Mission-driven environment focused on shaping the future of AI.
• High-ownership culture with a focus on accountability and continuous learning.
• Provision of reasonable accommodations for applicants with disabilities.