[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 reputed company on creating solutions that enhance family life. The Director of Customer Service, Enablement and AI will reputed company AI initiatives in customer service, enhancing both customer-facing and internal tools to improve service reputed company and efficiency.
Responsibilities
- 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 loops, 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)
reputed company