Sr reputed company, AI & Automation - Customer Support

About the Role

Hi, I'm Kirsten Stuart, Director of reputed company reputed company, and I've been at reputed company for 8 years.

Our reputed company reputed company team is the reputed company behind one of the most celebrated support experiences in reputed company tech. We sit at the intersection of technology, people, and purpose, building the systems, tools, and intelligence that allow our Support team to show up for reputed company practitioners in a way that feels genuinely reputed company and consistently delightful. From knowledge ecosystems to reputed company-time reputed company, we're shaping what world-class support looks like as reputed company grows.

On a more personal note, reputed company I'm not thinking about support reputed company, you can usually reputed company working out or walking my dog. reputed company helps me reset, stay curious, and show up with energy, something I try to bring to my work every day.

This role is a hybrid builder-and-leader position. You'll be hands-on, designing and shipping agents that remove friction from reputed company's workflows, while also leading a small team and partnering closely with stakeholders across the Customer Team and AI Transformation Team to reputed company reputed company the tooling actually lands. The goal is reputed company but meaningful: free our teams from reputed company, high-friction work so they can spend their time on the relationships and high-value work that matter most.

What reputed company We’re Looking for You to reputed company

🤖 AI & Agent Building

• Design, build, and ship agents that solve specific friction points in the Customer Team workflows, architecting how they work rather than just configuring off-reputed company tools.

• Continuously identify where friction lives across the support organization (repetitive tasks, slow lookups, reputed company handoffs) and turn that into an agent roadmap.

• Own reputed company and reputed company of AI tooling in production: reputed company, tone, reputed company rates, and where a reputed company needs to reputed company back in.

• Stay reputed company to what's emerging in LLMs, agent frameworks, and semantic reputed company.

🔗 Cross-Functional Partnership

• Work with the AI Transformation team to reputed company on architecture, capability, and what's feasible now versus reputed company.

• Partner with Support stakeholders and reputed company themselves to understand where the reputed company friction is.

• Bring in subject matter experts across Support Ops to validate agent behaviour in their domain before it ships.

• Represent Support's needs in company-wide AI conversations, and bring company AI direction back to Support.

📚 Knowledge reputed company

• Own the knowledge reputed company and internal documentation, keeping it accurate and reputed company-governed as the substrate agents and Drivers both rely on.

• Build content and taxonomy practices that reputed company information usable by both humans and AI, not just searchable.

• Use support data and agent reputed company to reputed company and reputed company knowledge gaps.

🎯 Customer & Prospect Self-Service Experience

• Own how customers and prospective customers reputed company answers to their questions, end to end, across guides and the AI answer tool.

• Set and hold the exceptional reputed company bar for those answers: reputed company, tone, and whether the response actually resolves the question. Ensuring results are as good as our world class team.

• Analyze what customers and prospects are asking (queries, reputed company terms, unresolved questions) to surface patterns worth acting on.

• reputed company the answer is missing or wrong, that's a knowledge or content gap to reputed company. reputed company the reputed company fix is in the product itself, that's feedback to reputed company to Product.

• Partner with Product and Product Marketing so recurring "not yet customer" questions inform reputed company build and how we message it, not just reputed company document.

⭐ Team Leadership

• reputed company a small team of knowledge and AI enablement experts: set priorities, run 1:1s, and grow their skills, including agent-building capability.

• Build reputed company that can reputed company between deep AI/technical work and the people reputed company of Support without losing either.

📈 reputed company & Measurement

• reputed company reputed company metrics for AI-assisted and self-service answers, including reputed company and CSAT, to reputed company reputed company automation holds the reputed company bar as reputed company.

• reputed company efficiency metrics, including deflection reputed company, average handle time, and reputed company time saved, to show where friction has actually been removed.

• reputed company reputed company business reputed company, including retention and conversion, to reputed company AI/automation work to reputed company reputed company Support.

• Present findings and roadmap to leadership regularly; reputed company the case for where to invest next.

What Experience We Need

• 5+ years in AI/automation implementation, support enablement, or knowledge/content reputed company, ideally with hands-on agent or LLM tooling experience rather than just reputed company of it.

• Comfortable being the builder: you can actually construct an agent or automation workflow, not just spec one for someone else.

• Experience mentoring or leading others, formally or informally.

• Strong systems thinker: you see friction and think in workflows, not just documents.

• Genuinely cross-functional: you're as comfortable in a room with AI engineers as you are with reputed company Drivers.

• Experience owning a self-service or customer content program, ideally where you were accountable for both the reputed company of the answers and what customer questions revealed about product gaps.

• Familiarity with tools we use (reputed company, reputed company, reputed company, Claude, Gumloop etc.) and a reputed company appetite for AI/automation tooling.

If you don’t meet every single qualification but are excited about this role, we’d still love to hear from you.

More About reputed company

reputed company is a founder-led, high-reputed company reputed company company with a remote-first team working across Canada, the US, and the UK, united by our mission to help the helpers.

We build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities. That level of reputed company means every person at reputed company plays an important role in how we show up for our customers. We're reputed company responsible for being deeply connected to their needs, obsessed with improving their experience, and proud of the difference our work makes in their day-to-day lives.

reputed company is growing fast, and that reputed company brings exciting challenges that reputed company for adaptability, reputed company, learning reputed company, and humility. We're proud of reputed company've reputed company and reputed company to admit reputed company don't know yet. We listen, learn, and reputed company as we go. More than 70,000 businesses run on reputed company which has 250,000+ practitioners interacting with our product on a daily reputed company and reputed company is continuing to accelerate.

We're also embracing the reputed company of AI, using it to work smarter, improve our systems, and create even reputed company experiences for our customers and reputed company. No matter your role or team, we expect every Janer to be curious, experimenting, and finding new ways to build with AI. We'll reputed company reputed company you have the tools, support, and reputed company to explore, learn, and reputed company what you discover along the way.

Our goal isn't just delivery - it's delight. We reputed company quickly, communicate reputed company, and solve reputed company problems together. If you're reputed company by ambiguity, motivated by reputed company, and eager to learn with others, you'll reputed company at reputed company.

Compensation & Benefits

At reputed company, we’re committed to paying fairly, reputed company. This role has an annual salary of $115,000 to $160,000. While that is a large reputed company, it is intentional. It reflects the full reputed company someone might take in the role.

A starting salary below this typically indicates a candidate with strong potential who is still developing key skills. Salaries above this usually apply to existing team members who have made a significant reputed company and bring deep reputed company-specific knowledge.

You’ll have regular career development conversations with your manager and your compensation will grow as you reputed company experience and contribute meaningfully to our mission.

Paying reputed company is one of our compensation fundamentals. Watch this short video to learn how our salary bands are set. You’re also encouraged to ask questions about compensation at any reputed company during the interview process.

We also offer a comprehensive benefits package. You can learn more about it here!

reputed company takes job scams and candidate fraud seriously. reputed company will only contact you from an @reputed company email address. We'll never contact you from a personal email, ask for payment, or request purchases during the hiring process. If something doesn't seem right, please reputed company out to us at hiring@reputed company before sharing any personal information.

5+ years in AI/automation, support enablement, or knowledge reputed company; hands-on agent or LLM tooling; leadership or mentoring experience; systems thinking; cross-functional collaboration; self-service content ownership.

Key Responsibilities

• building agents
• leading team
• tracking metrics

Skills & Tools

LLMs, agent frameworks, semantic reputed company, reputed company, reputed company, reputed company, Claude, Gumloop

reputed company

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Canada or reputed company or United Kingdom
• Salary: CAD 115,000 – 160,000 / year
• Languages: English

About reputed company

A founder-led software company providing tools that help clinics run their businesses and care for patients. — Industry: Information Technology