Senior Manager, Support Operations (AI & BPO)

📋 Description

• Own end-to-end frontline support (AI chatbot Tier 0 and BPO Tier 1) as AI-native.
• Manage day-to-day BPO partner ops: agent performance, QA calibration, SLA accountability.
• Build MCP connectors to wire AI tools into Salesforce, Zendesk, ChurnZero.
• Develop agent-assist tooling: prompts, flows, knowledge base, escalation routing.
• Lead AI-driven analytics on tickets: volume, sentiment, resolution patterns.
• Drive continuous improvement through data and code, not spreadsheets.

🎯 Requirements

• Built AI-powered support tooling used by agents.
• Wrote production prompts for AI systems.
• Integrated AI tools with CRM, helpdesk, and data warehouses via MCP/APIs.
• Experience in customer support with queues, SLAs, and vendor teams.
• Comfortable reading and writing code; no language requirement.
• Calm, clear communication with frustrated customers.

🎁 Benefits

• Remote-US role with flexible, AI-native work.
• Impact AI-powered education tech at scale.
• Collaborative, data-driven culture across teams.