Global Remote Customer Support Lead — AI & Human Ops

Jobgether; Canada; Remote; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote position

Global organization and diverse teams

Competitive salary and benefits

Learning and career development

Job summary

Jobgether is seeking a Customer Support Lead for a partner company based in Canada. The role is fully remote and focuses on building a scalable, AI-powered and human-supported customer service function across global users.

You will lead a diverse team, establish service standards, monitor KPIs, and collaborate with Product, Engineering, and AI teams to drive improvements and ensure safe, rapid issue resolution.

Qualifications

• Proven experience leading and managing customer support teams.
• Strong technical troubleshooting skills including reproducing issues and interpreting logs.
• Experience with AI-powered support environments and production operations.
• Familiarity with wallet transactions, blockchain networks, and security considerations.
• Ability to design and improve support operations and workflows.
• Experience with customer-facing digital products is preferred.

Responsibilities

• Lead, coach, develop, and grow the customer support team across AI and human channels.
• Oversee day-to-day support operations ensuring timely, accurate, and high-quality issue resolution.
• Manage complex and escalated cases involving technical product issues.
• Build scalable support processes, workflows, escalation policies, and knowledge management systems.
• Maintain accurate and consistent support guidance across AI and human channels.
• Track KPIs including SLA, CSAT, resolution time, backlog, verified resolution and cost per issue.
• Monitor AI-generated responses for quality, safety and recurring failures.
• Continuously improve AI support, automation, agent assistance, and self-service.
• Translate findings into knowledge updates, workflow improvements, and product/engineering requirements.
• Define human escalation policies for high-risk situations and AI failures.
• Partner with Product, Engineering, Operations, and AI teams to resolve issues.
• Collaborate on AI support acceptance criteria, rollout readiness, and post-launch monitoring.
• Help define the long-term strategy for a scalable, technology-enabled global customer support organization.

Skills

Leadership

Troubleshooting

AI-powered support

Cross-functional collaboration

Customer service excellence

Tools

Blockchain explorers

APIs & logs

CRM systems

Support platforms

SQL

Low-code automation

Job description

Jobgether is seeking a Customer Support Lead for a partner company based in Canada. The role is fully remote and focuses on building a scalable, AI-powered and human-supported customer service function across global users.

You will lead a diverse team, establish service standards, monitor KPIs, and collaborate with Product, Engineering, and AI teams to drive improvements and ensure safe, rapid issue resolution.