Head of AI-Powered Customer Support Operations

Zenit Corp; Argentina; On-site; ARS 16,424,000 - 27,373,000; Full time

Job summary

Zenit Corp in Argentina seeks an experienced Head of Customer Support to own support operations across two DTC brands. You will oversee specialized AI agents, route cases by required support, and balance customer experience with financial judgment.

You will investigate complex exceptions, supervise AI response quality, and continuously improve knowledge bases and SOPs. You will manage chargeback disputes, refunds, and replacements end to end.

Responsibilities

• Own workflows for both brands and define each specialist agent's scope and escalation criteria.
• Keep brand-specific policies and context distinct.
• Take over cases that require investigation beyond existing procedures.
• Review order history, conversations, and fulfillment or delivery information; coordinate with logistics or production; document a reasoned decision.
• Personally manage disputes end to end, including evidence, submissions, and deadlines.
• Decide on and execute all refunds and replacements.
• AI agents may gather information and route requests, but must not approve or execute these actions autonomously.
• Review AI-handled conversations for accuracy, judgment, empathy, and policy compliance.
• Intervene when an agent gives incorrect information, misses context, or fails to elevate, and correct affected cases.
• Maintain clear, current, brand-specific policies, product information, SOPs, decision rules, and exceptions.
• Turn investigations and recurring issues into guidance that closes knowledge gaps and clarifies processes.
• Provide structured feedback on agent mistakes, define improvements to instructions and workflows, and test representative cases after updates to verify corrections.
• Monitor response and resolution times, CSAT, AI error rates, escalation quality, and recurring complaints.
• Assess AI resolution success and use findings to improve operations.
• This is not a traditional human-agent management or high-volume ticket-handling role. The focus is on operational quality rather than software development.

Job description

Zenit Corp in Argentina seeks an experienced Head of Customer Support to own support operations across two DTC brands. You will oversee specialized AI agents, route cases by required support, and balance customer experience with financial judgment.

You will investigate complex exceptions, supervise AI response quality, and continuously improve knowledge bases and SOPs. You will manage chargeback disputes, refunds, and replacements end to end.