AI-First Support & Services Leader

Academic Key; Greater London; Hybrid; GBP 150,000 - 190,000; Full time

Job summary

Sona London is seeking a Director of Support and Services to lead an AI-first support function. This hands-on leadership role focuses on architecting agent behaviour, configuring systems, and scaling operations without proportionally increasing headcount.

You will partner with Product, ML, and Engineering to raise agent capability and improve customer outcomes. The ideal candidate brings 7+ years in customer-centric roles, deep experience with AI agents and LLMs, and a track record of

Qualifications

• 7+ years in customer support, customer success, or operations, with at least 2 years in a leadership role.
• Experience at scale with support economics and AI-first workflows.
• Defined AI system tasks, failure modes, and iterative improvements.
• Deep familiarity with agentic systems and LLM behaviour.
• Ability to read traces and communicate fixes to engineers.
• Proven track record of multiplying impact without headcount growth.

Responsibilities

• Design and own the agentic support operating model end-to-end.
• Architect multi-tier routing and escalation to optimise resolution.
• Define tiered support models and premium services.
• Lead a lean orchestration team focused on configuration and quality monitoring.
• Collaborate with Product and ML to improve agent behaviour.

Skills

Leadership

AI-first workflows

Agentic systems

LLM behaviour

Trace analysis

Problem solving

Job description

Sona London is seeking a Director of Support and Services to lead an AI-first support function. This hands-on leadership role focuses on architecting agent behaviour, configuring systems, and scaling operations without proportionally increasing headcount.

You will partner with Product, ML, and Engineering to raise agent capability and improve customer outcomes. The ideal candidate brings 7+ years in customer-centric roles, deep experience with AI agents and LLMs, and a track record of