Remote Customer Support Lead — AI-Driven, Global Scale
Jobgether
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Benefits offered by this job
Job summary
Jobgether is seeking a Customer Support Lead based in Ireland to scale a global, fully remote support function. You will manage both AI-powered and human channels, set service standards, and drive improvements with data-driven insights.
This role requires strong leadership, technical troubleshooting, and collaboration with Product, Engineering, and AI teams. You will shape scalable support operations, manage escalations, and monitor KPIs to improve customer experience and efficiency in a
Qualifications
- Proven experience leading customer support teams.
- Strong technical troubleshooting including logs, API information, and tooling.
- Experience with AI-powered support environments.
- Familiarity with crypto/fintech or tech products is a plus.
- Excellent communication and stakeholder management.
Responsibilities
- Lead, coach, and grow the customer support team across AI and human channels.
- Oversee day-to-day operations and ensure timely, high-quality issue resolution.
- Manage escalations and complex product issues.
- Build scalable support processes and knowledge management systems.
- Monitor KPIs: SLA, CSAT, resolution time, backlog, and cost per resolved issue.
- Improve AI support, automation, and self-service initiatives.
- Collaborate with Product, Engineering, Operations, and AI teams.
- Define escalation policies and long-term scalable strategy.
Skills
Tools
Job description
Jobgether is seeking a Customer Support Lead based in Ireland to scale a global, fully remote support function. You will manage both AI-powered and human channels, set service standards, and drive improvements with data-driven insights.
This role requires strong leadership, technical troubleshooting, and collaboration with Product, Engineering, and AI teams. You will shape scalable support operations, manage escalations, and monitor KPIs to improve customer experience and efficiency in a
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