AI Agent Support Experience Manager

Super.com; Remote; CAD 125,000 - 160,000; Full time

Job summary

A leading tech company in AI support is seeking a skilled leader to manage the AI Agent Experience Team. This role involves spearheading communication strategies across chat and voice platforms to enhance customer satisfaction. With competitive compensation from CAD 125,000 to CAD 160,000 depending on the region, the company also offers remote-first flexibility, unlimited PTO, and wellness resources to support employee growth. Join us to reshape customer engagement through innovative AI solutions.

Benefits

Unlimited PTO

Weekly UberEats credits

Travel discounts

Remote work flexibility

Qualifications

• 5–8 years of relevant work experience in operations or consulting, including 3+ years in people leadership.
• Experience developing and optimizing AI playbooks for chat and voice.
• Strong analytical skills to interpret data and provide insights.

Responsibilities

• Lead a team focused on AI agent experience management.
• Strategize and improve agent performance across multiple channels.
• Collaborate closely with AI partners for optimal customer support solutions.

Skills

Leadership in AI support

Analytical skills

Written communication

CRM software proficiency

Education

Degree in Data Analytics, Communications, Marketing, Business

Tools

Looker

Google Analytics

Job description

We started Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About the role

Our mission is to make customer support easy and financially efficient. We are obsessed with reducing the time, contacts, steps it takes to solve a customer’s problem or question and believe that effective AI support is the cornerstone to our success.

In this role, you’ll lead the team focused on shaping the way we communicate and support our customers through our AI agents – both chat and voice – reporting directly to the Director of Operations. You will own all things related to AI agent experience and quality across multiple platforms. You’ll collaborate internally across operations and directly with cutting‑edge AI partners to ensure our customers receive clear, helpful, and consistent support.

You will be directly accountable for CSAT performance driven by AI interactions, translating playbook optimizations, conversation design improvements, and system enhancements into measurable increases in customer satisfaction scores.

This is a unique opportunity to blend communication strategy, multi‑channel AI playbook management (including VUI design for voice interactions), and data‑driven insights to impact our North Star: customer satisfaction directly. You'll be responsible for orchestrating seamless experiences across chat and voice interfaces, managing complex playbook architectures, and ensuring consistent quality as we scale AI‑first support.

About the team

This role is part of the newly formalized, AI Agent Experience Team focused solely on the training, performance, and optimization of our AI agents. We believe Super.com Customer Support is positioned to lead the industry curve in AI agent support coverage and capabilities. Through experimentation and listening to our customers’ experiences, we advocate for continuous AI experience evolution and shape our partners’ roadmaps.

This team works closely across multiple operations sub‑functions – including business operations, technical account management, and engineering.

What you’ll be working on

• Lead a team of content and quality specialists to deliver a best‑in‑class AI agent experience.
• Strategize the evolution of agent capabilities to discerning workflows.
• Leverage AI agent performance data to continuously improve bot resolutions, containment rates, and customer experience across chat and voice channels, including platform‑specific metrics for each interface.
• Develop strong partnerships with our AI partners to ensure accountability and influence partner roadmaps.
• Partner with cross‑functional teams to refine conversational design—including VUI principles for voice—manage complex playbook architectures, and ensure seamless handoffs between AI systems and human agents to create a smooth customer journey.

What we’re looking for

• Degree in Data Analytics, Communications, Marketing, Business, or a related field.
• 5–8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership.
• Experience developing and optimizing chatbot/voice AI playbooks (conversation flows, intents, response logic, and VUI design principles for voice interfaces), with proven ability to manage multi‑channel AI deployments.
• Exceptional written communication skills, with a focus on clear customer‑facing messaging.
• Strong analytical skills with the ability to interpret performance data and turn them into actionable insights.
• Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).
• Demonstrated ability to orchestrate customer experiences across multiple AI systems, including handoff protocols, escalation design, and maintaining consistency across platforms.

Bonus points for

• Experience in AI chatbot management (e.g., Ada, Poly, Decagon, Intercom, Drift) or equivalent AI support automation platforms.
• Exposure to travel, fintech, or SaaS industries.
• Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model).
• Strong project management skills with a proven ability to manage multiple priorities.

$122,000 – $160,000 a year

Compensation & Benefits

As a remote‑first organization we use benchmarking data reflective of your geographical areas to ensure our compensation package is competitive based on where you reside. Your TA partner will confirm which range applies to your location as part of the hiring process.

Canada

Tier 1: 131,000 – 153,000 CAD (Greater Toronto Area, Metro Vancouver)

Tier 2: 125,000 – 145,000 CAD (All other regions)

USA

122,000 – 160,000 USD

Remote‑First Flexibility

Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.

Time to Recharge

Enjoy unlimited PTO, company‑wide recharge days, and annual team offsites.

Everyday Perks

Weekly UberEats credits and travel discounts on Super.com help you enjoy the little things.

Family‑Friendly Benefits

We support growing families with generous parental leave and a flexible return‑to‑work plan.

Comprehensive Compensation

Competitive salary, equity options, and top‑tier benefits starting on day one.

Investing in You

Access to wellness budgets, personal development funds, and team‑level learning resources.

And that’s just the beginning. Visit our careers page to explore the full range of perks and benefits we offer.

Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.