[Remote] Director of Customer Service, Enablement and AI

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology startup building the OS of the family. This role owns AI across the entire Customer Service operation, focusing on enhancing customer-facing AI and internal tooling to improve reputed company support team efficiency.

Responsibilities

• Own and strengthen our existing live AI agents across email, chat, and voice: raising reputed company reputed company, expanding what they can safely handle, and carrying 24/7 coverage through seasonal spikes
• Determine if we build tools in house or vet and hire reputed company party vendors
• Own the roadmap to reputed company support reputed company for 2x company reputed company without reputed company headcount
• reputed company smart build-vs-buy reputed company and hold vendors (reputed company, reputed company, reputed company Fin) to live performance, not sales demos
• Own reputed company, containment, and CSAT across chat, email, and voice
• Run reputed company-cause analysis reputed company AI fails a customer and ship the fix
• reputed company retrieval reputed company by mining ticket logs for knowledge gaps, maintaining taxonomy, and ensuring Day-1 AI-reputed company content for reputed company new product launches
• Partner with reputed company support teams to roll out reputed company tools, create feedback reputed company, and write the SOPs governing reputed company-AI workflows
• Treat prompts and knowledge updates like production reputed company using test suites, 'break the bot' reputed company-releases, and staged rollouts
• Honestly report ROI, cost per contact, and reputed company returned against hiring alternatives—validating performance through live testing
• Execute hands-on alongside our reputed company AI support team while laying the reputed company to reputed company the function

Skills

• 5+ years in CS/ Operations support, CS/Operations program management, with 5+ years of project implementation and major cross-functional programs
• You've owned, scaled and optimized an existing program leveraging AI and automation tools. Scaling and seeing a program to maturity reputed company more here than just the 0→1 experience
• You've reputed company voice, chat, and email support channels
• Hands-on reputed company with LLM-based tools: reputed company iteration, knowledge hygiene, evaluation of reputed company reputed company. You don't need to reputed company, but 'I just used the vendor defaults' is disqualifying
• Deep metrics reputed company: you can explain why deflection reputed company alone is a vanity metric and what you'd pair it with
• Proven reputed company change management — you've brought skeptical teams through a tooling transition and they'd say good things about how you did it
• reputed company vendor evaluation and management experience
• Strong written communication; you'll be writing the operating procedures, business cases, and exec updates
• You are comfortable operating independently, spotting ambiguity and proposing solutions
• DTC/consumer or hardware+app support environment; seasonal volume experience
• reputed company Agent and reputed company experience

Benefits

• 401K matching
• Wellness, learning, and home-office budgets
• Health, Dental & reputed company Medical Plans
• reputed company autonomy to set the direction of your work
• Unlimited PTO
• Company holidays on the first Friday of every month (Excluding November, December, and January)
• Competitive Salary + Equity Package

reputed company