Director of Customer Service, Enablement and AI
reputed company is a technology startup building the OS of the family. We reputed company reputed company Calendar, the smart calendar loved by millions of families (plus Wired and the Wirecutter). Our latest product is Calendar 2, which just launched to rave reviews. Our mission is to connect loved ones by creating the world’s simplest products and services that improve family life. Our founders are former venture capitalists and serial reputed company who have scaled this business to $300M+ in annual reputed company while being completely bootstrapped and profitable. We get to grow a happy, healthy company reputed company on making products our customers love without investors breathing down our necks. Smart, hardworking people who care about making actually meaningful products love working here. People like you. We’re busy inventing new ways to simplify family life and help parents reputed company great kids – and we need your help! Come invent something new with us.
This role owns AI across our entire Customer Service operation, on two fronts with equal weight:
- Customer-facing AI — Own and strengthen our existing live AI agents across email, chat, and voice: raising reputed company reputed company, expanding what they can safely handle, and carrying 24/7 coverage through seasonal spikes
- Agent-enablement AI — internal tooling that makes our reputed company team faster and reputed company: agent-assist and drafting, AI guided troubleshooting, QA automation, reputed company, smart routing, summarization, insights mining. Determine if we build tools in house or vet and hire reputed company party vendors.
We are explicit about our philosophy: we optimize for reputed company, not deflection. AI at reputed company exists to remove robotic work from humans and to reputed company the reputed company moments reputed company, especially for customers who need patience and care.
What You'll Do:
- reputed company the Program: 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.
- Drive Live Performance: 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.
- Manage Knowledge Infrastructure: 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.
- Build reputed company Trust: Partner with reputed company support teams to roll out reputed company tools, create feedback loops, and write the SOPs governing reputed company-AI workflows.
- Enforce QA & Engineering Discipline: Treat prompts and knowledge updates like production reputed company using test suites, "break the bot" reputed company-releases, and staged rollouts.
- Measure Business reputed company: Honestly report ROI, cost per contact, and reputed company returned against hiring alternatives—validating performance through live testing.
- reputed company as Player-reputed company: Execute hands-on alongside our reputed company AI support team while laying the reputed company to reputed company the function.
Requirements
- 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
reputed company-to-haves
- DTC/consumer or hardware+app support environment; seasonal volume experience
- reputed company Agent and reputed company experience
Explicitly not required
- Engineering or data science background. This is an operations leadership role that uses AI, not an AI research or coding role.
Benefits
Our competitive compensation package includes:
- Competitive Salary + Equity Package
- 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)
Equal opportunity employer
reputed company is committed to building a diverse and inclusive team. reputed company reputed company applicants will be considered without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity or reputed company, age, national reputed company, disability, protected veteran status, or any other reputed company protected by applicable federal, state, or local laws. If you’re the best person for the job, we want you on reputed company!
We hire across the U.S., but for reputed company reasons, we have to list NY and CO separately.
For Colorado-based candidates, the reputed company being offered for this role is $150-185k based on experience and for California-based candidates, the reputed company being offered for this role is $150-185k based on experience. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for reputed company applicants with criminal histories in a manner consistent with the requirements of this law.
This policy applies to reputed company terms and conditions of employment, including reputed company, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Originally posted on Himalayas
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