Global AI-Driven Support Lead - Remote

Jobgether; Belgique; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Fully remote

Global, international teams

Competitive salary and benefits

Flexible working hours

Strong learning and career development

Résumé du poste

Jobgether is seeking a Customer Support Lead to shape a scalable, technology-driven global support function in a fully remote environment. You will oversee both AI-powered and human channels, establishing service standards, improving workflows, and driving data-driven improvements in collaboration with Product, Engineering, Operations, and AI teams.

The role combines people leadership with hands-on optimization of AI-enabled service, aiming to deliver high-quality, timely resolutions while

Qualifications

• Proven experience leading and managing customer support or customer service teams.
• Strong technical troubleshooting skills, including interpreting logs and API information, and providing actionable evidence to engineering teams.
• Experience designing, implementing, or improving support operations, workflows, and service quality.
• Hands-on experience operating or improving AI-powered customer support solutions in production, with measurable impact.

Responsabilités

• Lead, coach, develop, and grow the customer support team, including performance management, hiring, and training.
• Oversee day-to-day support operations across AI and human channels, ensuring timely, accurate, and high-quality issue resolution.
• Build scalable support processes, workflows, escalation policies, and knowledge management systems.
• Translate support findings into knowledge updates, workflow improvements, and prioritized product or engineering requirements.
• Define human escalation policies for high-risk situations and AI failures.

Connaissances

Leadership

Technical troubleshooting

AI support

Operations management

Communication

Stakeholder management

Outils

CRM systems

Help centers

Chatbot platforms

AI support tools

Description du poste

Jobgether is seeking a Customer Support Lead to shape a scalable, technology-driven global support function in a fully remote environment. You will oversee both AI-powered and human channels, establishing service standards, improving workflows, and driving data-driven improvements in collaboration with Product, Engineering, Operations, and AI teams.

The role combines people leadership with hands-on optimization of AI-enabled service, aiming to deliver high-quality, timely resolutions while