Sr Lead, AI & Automation - Customer Support

Triwill Group; Canada; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

Triwill Group seeks a Sr Lead, AI & Automation - Customer Support based in Canada. This hands-on leadership role sits at the intersection of AI, automation, customer support, and knowledge management, designing and launching intelligent agents that remove repetitive work and empower support teams.

You will blend technical build with people leadership, working with AI, Product, Support and cross‑functional partners to turn ideas into production-ready solutions.

Job description

Description:

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Lead, AI & Automation - Customer Support based in Canada.

This is a hands‑on leadership role at the intersection of AI, automation, customer support, and knowledge management.
You’ll design and launch intelligent agents that remove repetitive work and help support teams focus on high-value customer relationships.
The role combines technical building with team leadership, requiring you to move comfortably between AI tooling, support operations, and business strategy.
You’ll own the quality and effectiveness of AI-assisted and self-service experiences, from knowledge foundations to customer-facing answers.
You’ll work closely with AI, Product, Support, and other cross‑functional teams to identify friction, prioritize opportunities, and turn ideas into production‑ready solutions.
Success will be measured through improvements in accuracy, customer satisfaction, efficiency, retention, and conversion.
This is an opportunity to shape how a high‑growth SaaS organization uses AI to create a faster, smarter, and more human support experience.