Generative AI Engineer

Wisemonk

India

On-site

INR 1,200,000 - 1,800,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Competitive base salary

Performance bonuses

Remote-first team

Job summary

A dynamic software development agency is seeking a Support Lead / Manager to establish a multi-channel support function with an AI-first strategy. You will own the support lifecycle, integrating AI for efficiency while managing escalations. This role is perfect for someone with support operations expertise, looking to leverage AI in delivering scalable client support. Competitive salary plus performance bonuses, with the opportunity for growth into leadership roles.

Qualifications

3–5 years in support operations, customer success, or service delivery.
Experience with multi-channel support tools required.
Hands-on experience integrating AI into workflows.

Responsibilities

Design and implement multi-channel support system.
Lead transition to AI-first support.
Define and manage SLAs and escalation paths.

Skills

Support operations

Customer success

Multi-channel support tools

AI integration

Excellent communication

Tools

Missive

Front

Zendesk

HelpScout

Job description

Overview

Direct message the job poster from Wisemonk

Remote Talent Specialist | I help fast-growing startups build high-performing remote teams in India

Company Overview

ANCKR is a bold, U.S.-led software development agency that combines American leadership with top-tier international talent. We specialize in AI-enhanced web and mobile development, process automation, and digital transformation.

We’re not your average dev shop. We’re a tech-first, values-driven partner committed to building things that last—for startups and scaling enterprises alike.

Learn more at: www.anckr.com

Job Summary

As the Support Lead / Manager, you will establish ANCKR’s support function with an AI-first strategy. Your mission is to design a system where AI agents handle frontline intake (knowledge base queries, FAQs, routing, RAG-powered suggestions) and humans handle escalations that require deeper context or judgment.

You’ll own the end-to-end lifecycle of support — selecting tools (Missive, Front, or AI-driven equivalents), integrating AI into triage flows, setting SLAs, and building a hybrid model of autonomous + human support.

This role blends support operations expertise with AI product thinking — shaping how ANCKR delivers client and internal support that scales without scaling headcount.

Responsibilities

Design and implement ANCKR’s multi-channel support system (email, SMS, chat, Slack, Missive/Front)
Lead transition to AI-first support — integrating RAG pipelines and knowledge base retrieval into frontline workflows
Define and manage SLAs, escalation paths, and reporting for human support layers
Build and maintain a support knowledge base designed for both humans and AI agents
Partner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR’s internal knowledge base)
Create dashboards for response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch)
Train and oversee future Support Specialists as the team scales
Share learnings across ANCKR to inform AI-driven delivery and client platforms

Requirements

Must-Have

3–5 years in support operations, customer success, or service delivery
Experience with multi-channel support tools (Missive, Front, Zendesk, HelpScout)
Strong understanding of support workflows, SLAs, and escalations
Hands-on experience configuring or integrating AI into workflows (RAG, chatbots, knowledge base search)
Ability to design processes and playbooks from scratch
Excellent communication skills with clients and internal teams

Nice-to-Have