AI-Powered Customer Care Lead and Knowledge Ops

Leap Event Technology; Dallas (TX); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K Match

Paid parental leave

Event reimbursement

Learning & development

Job summary

Leap Event Technology is seeking a Customer Care Communication Lead to own Fin, our AI-powered support agent, across channels. You will supervise the customer care team, manage escalation paths, and own the knowledge base and training programs.

The role emphasizes data-driven decisions and scalable processes in a remote-friendly environment. You will collaborate with management, define policies, and measure performance to continuously improve guest experiences and refunds handling.

Qualifications

• 2-3 years of experience in a Customer Service role.
• Experience managing or configuring an AI/chatbot support tool (e.g., Fin) is a plus.
• Comfortable working with performance metrics to guide decisions.
• Proven ability to de-escalate difficult situations with professionalism.
• Strong organizational skills to manage multiple tasks and priorities.
• Experience supervising or training team members is a plus.
• Familiarity with Salesforce Service Cloud or similar CRM is a plus.
• Weekend availability required.

Responsibilities

• Lead and manage Fin deployment and ongoing management across channels.
• Update Fin policies and content to stay on-brand with changing event policies.
• Define and report Fin performance metrics; drive tuning and improvements.
• Own quality assurance for Fin interactions; audit conversations and fixes.
• Supervise and develop the Customer Care team and scale with product growth.
• Oversee knowledge base, documentation, and training for team.

Skills

Customer service

AI chatbot

Metrics analysis

Feedback delivery

Mentoring

Tools

Salesforce Service Cloud

AI/chatbot tools

Job description

Leap Event Technology is seeking a Customer Care Communication Lead to own Fin, our AI-powered support agent, across channels. You will supervise the customer care team, manage escalation paths, and own the knowledge base and training programs.

The role emphasizes data-driven decisions and scalable processes in a remote-friendly environment. You will collaborate with management, define policies, and measure performance to continuously improve guest experiences and refunds handling.