Global AI-Driven Customer Support Lead (Remote)
Jobgether
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Benefits offered by this job
Job summary
Jobgether is seeking a Customer Support Lead based in Spain to scale a global, fully remote support function combining AI-powered and human channels. You will lead a team, establish standards, and drive improvements across AI, product, and engineering with a focus on safety, quality, and efficiency.
In this role you will define escalation policies, monitor KPIs, and collaborate with cross-functional teams to shape a scalable, technology-enabled support organization for a fast-paced digital
Qualifications
- Proven experience leading and scaling customer support teams.
- Strong technical troubleshooting and issue reproduction skills.
- Experience with AI-powered support environments in production.
- Operational excellence in support workflows and SLAs.
- Ability to translate customer feedback into product/engineering needs.
- Excellent communication and stakeholder management.
Responsibilities
- Lead, coach, hire, and develop the customer support team globally.
- Oversee AI and human channels for timely, high-quality resolutions.
- Manage escalations with technical product issues and complex cases.
- Build scalable support processes and knowledge systems.
- Monitor KPIs: SLA, CSAT, resolution time, backlog, and costs.
- Collaborate with Product, Engineering, Operations, and AI teams.
- Define escalation policies and post-launch monitoring for AI support.
Skills
Tools
Job description
Jobgether is seeking a Customer Support Lead based in Spain to scale a global, fully remote support function combining AI-powered and human channels. You will lead a team, establish standards, and drive improvements across AI, product, and engineering with a focus on safety, quality, and efficiency.
In this role you will define escalation policies, monitor KPIs, and collaborate with cross-functional teams to shape a scalable, technology-enabled support organization for a fast-paced digital
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