Global Remote Customer Support Lead | AI-Driven Operations

Jobgether; Lavamünd; Vor Ort; EUR 127.000 - 164.000; Vollzeit

Benefits dieser Stelle

Fully remote position

Global, diverse teams

Competitive salary and benefits

Zusammenfassung

Jobgether is seeking a Customer Support Lead to build and scale a global, remote support organization. You will oversee both AI-powered and human channels, establish service standards, and translate customer insights into actionable product and engineering improvements.

The role emphasizes people leadership, operational excellence, and collaboration with Product, Engineering, and AI teams to deliver high-quality, safe user support at scale.

Qualifikationen

• Proven experience leading customer support or service teams.
• Strong technical troubleshooting skills including interpreting logs and API information.
• Hands-on experience with AI-powered support environments and platforms.

Aufgaben

• Lead, coach, and grow the customer support team across AI and human channels.
• Oversee day-to-day support operations with timely, high-quality issue resolution.
• Build scalable support processes, workflows, escalation policies, and knowledge systems.
• Monitor KPIs such as SLA, CSAT, resolution time, and cost per resolved issue.
• Collaborate with Product, Engineering, Operations, and AI teams to drive improvements.
• Define escalation policies for high-risk situations and AI failures.

Kenntnisse

People leadership

Technical troubleshooting

AI-powered support

Operations management

Data-driven improvements

Ausbildung

Bachelor's degree

Tools

CRM systems

SQL

Low-code automation

Jobbeschreibung

Jobgether is seeking a Customer Support Lead to build and scale a global, remote support organization. You will oversee both AI-powered and human channels, establish service standards, and translate customer insights into actionable product and engineering improvements.

The role emphasizes people leadership, operational excellence, and collaboration with Product, Engineering, and AI teams to deliver high-quality, safe user support at scale.