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(Remote) Customer Support Team Lead - AI Support Operations - #35089

2 weeks, 2 days ago
Philippines
Contract
Senior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
GitHub
Apply Now
Recruitment & Search Agency - Headhunter in the Philippines

Recruitment & Search Agency - Headhunter in the Philippines

Manila Recruitment is a top recruitment agency in the Philippines, offering hiring solutions for executive search, IT, developers, managers, and specialized roles. With a database of over 250,000 candidates, we provide innovative headhunting services a...

Professional Services
11-50
Founded 2010
View All Jobs 31

Description

  • Lead and coach the customer support team to maintain strong performance and quality.
  • Review support tickets, GitHub tickets, and escalations to ensure timely resolution.
  • Monitor and maintain the Pending CS queue and handle escalated tickets when needed.
  • Review AI-handled conversations to identify gaps, errors, and optimization opportunities.
  • Analyze low-quality or failed AI responses and recommend workflow or content fixes.
  • Update or request updates to the AI knowledge base, workflows, and support documentation.
  • Flag urgent issues, angry clients, and recurring customer concerns for follow-up.
  • Run weekly team meetings and monitor team productivity and quality.
  • Delegate channel communication to the on-shift agent when appropriate.
  • Lead one internal improvement project at a time and coordinate with product/development teams on unresolved technical issues.

Requirements

  • At least 2 years of experience leading or coaching a team.
  • Experience in customer support, customer success, or a similar client-facing role.
  • Experience with AI implementation for chatbots 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 your own equipment.
  • Experience implementing or managing AI-powered support tools is preferred.
  • Experience with chatbots, AI platforms such as ChatGPT or Gemini, AI agents, automation tools, or knowledge base systems is preferred.
  • Experience with GitHub, ticketing systems, or support tools is preferred.
  • Experience creating support documentation, SOPs, training materials, or process maps is preferred.
  • Background in SaaS, tech support, or product support is preferred.
  • Availability to work Monday to Friday from 3 PM to 11 AM or 4 PM to 12 AM with a 30-minute lunch break.
  • Remote work location.

Interested in this position?

Apply directly on the company website

Apply Now

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