Senior AI Support Operations Manager

📋 Description

• Own AI-designed support workflows across chat, voice, and email.
• Scale AI across support to reduce repetitive work.
• Impact CSAT, team productivity, and scalable growth.
• Partner with Product, Engineering, CX, and external vendors.
• Build a thoughtful, scalable, human-centered support experience.
• Lead innovation while elevating the human side of support.

🎯 Requirements

• 5–7 years in customer support ops or CX tooling.
• Hands-on AI tool experience (Forethought AI) in CRM.
• Translate support processes into scalable, system-driven workflows.
• Proven ability to improve CSAT, containment, and productivity.
• Cross-functional partnership with Product, Engineering, CX, Analytics.
• Experience managing external vendors or AI platform partners.

🎁 Benefits

• Flexible, hybrid work at Soho location
• Unlimited Vacation
• Health benefits (medical, dental, vision)
• Commuter Benefits
• 401(k) with employer match
• Catered lunch and snacks daily