Sr Lead, AI  Automation - Customer Support

📋 Description

• Design, build, and deploy AI agents and automation for support ops.
• Identify friction points and roadmap AI/automation initiatives.
• Ensure AI quality, tone, escalation, and production performance.
• Stay current with LLMs, agent frameworks, semantic search, emerging AI tech.
• Collaborate with AI/Transformation teams on architecture and priorities.
• Partner with frontline stakeholders to validate tooling in real environments.

🎯 Requirements

• 5+ years in AI/automation, support enablement, or similar.
• Hands-on with AI agents, LLMs, automation workflows.
• Experience mentoring or leading individuals or small teams.
• Strong systems thinking; design complete workflows to reduce friction.
• Experience owning self-service, knowledge mgmt, or related programs.
• Cross-functional collaboration with AI, product, support, and business teams.

🎁 Benefits

• CAD 115,000–CAD 160,000 salary, with progression.
• Transparent compensation practices and career development.
• Comprehensive benefits package.
• Remote-first, distributed across Canada, US, and UK.
• Opportunity to shape AI/automation across the org.
• Support for experimentation and adoption of new AI tools.