AI Support Operations Manager

The Wrap; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

15Five, the AI-powered performance management platform, seeks an AI Support Operations Manager. This remote, full-time role oversees the day-to-day performance of our AI-equipped customer support system, manages the Help Center content, and leads a defined escalation path for issues beyond routine inquiries.

You will work with documented runbooks, a shared intake queue, and a named deputy for each critical system, ensuring fast, accurate responses and ongoing improvements to AI-assisted support.

Job description

# AI Support Operations Manager15FiveUS, RemoteRevenue Organization· remote· lead· full timeApply on 15Five15Five is the AI-powered performance management platform built for business impact. 15Five’s AI-powered all-in-one people management system is easy to use,delivers effortless insights, and enables managers to lead with impact so that companies and their people can thrive. Within the flow of work, HR leaders are empowered with data-driven insights and recommendations while managers are transformed into change-makers, accelerating engagement, performance, and retention. 15Five combines generative AI, custom analytics, and human-centered principles within a complete platform, including 360° performance reviews, engagement surveys, goal tracking, manager coaching and training, and ongoing feedback tools like guided 1-on-1s and check-ins.A career at 15Five is the chance to have high impact in a fast paced, remote startup environment that operates with focus, urgency, and accountability. Every role and every hire meaningfully impacts our trajectory.We’re a high-performance, high-purpose team that gives you the chance to **Build the Future of Work**. We run on **High Standards and High Support** — holding a high bar for results, ownership, clarity, and disciplined execution, while investing in manager enablement, skill development, and whole-person care. We are committed to a **No B.S.** environment, meaning we anchor ourselves in truth, course-correct in real time, and expect people to lean into direct conversations. We are focused on ensuring every 15Fiver can **Work in the Future** and that starts with proactively using AI across all aspects of your role to increase leverage, speed, and impact.If you're energized by a fast pace, high standards, and high accountability for yourself and others, you'll thrive here and we encourage you to apply.15Five's customer support runs on an AI-native operating model: our AI agent (Fin) resolves routine customer questions, AI assistance lives inside every support tier, and a closed-loop content system turns every wrong or missing AI answer into a published fix. The **AI Support Manager** role operates that system; the percentages under What You'll Own are approximate shares of time. You own the day-to-day performance of our customer-facing AI agent, the Help Center content it draws from, which you own end to end, and the feedback loop that makes both better every week.This is an operator role with clear boundaries, real authority inside them, and a defined escalation path for everything outside them. You will be the expert on how our support AI behaves and why. You will not be a lone hero: the role is built around documented runbooks, a shared intake queue, and a named second for every critical system.