Head of AI-Driven Customer Support & Ops

Moxie; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Moxie is building a full-scope customer support organization that spans AI-powered self-service, frontline teams, and cross-functional collaboration. This Senior Lead role owns the end‑to‑end support strategy and the operating model, shaping how inquiries flow from self-service to specialists and ensuring a unified service standard.

You will design escalations, own Tier 2 SLA accountability, and drive key metrics across CSAT, deflection, and response times in a fast-moving, remote-first

Qualifications

• Proven track record building or turning around a customer support org end-to-end.
• Experience with AI-assisted support tooling (e.g., Intercom/Fin) and automation decisioning.
• Experience hiring, training, and managing offshore support teams, including Tier 1.
• Ability to operate in a fast-moving early-stage environment with autonomy.

Responsibilities

• Own the entire support org from AI self-service to Tier 1 frontline team.
• Design escalation lattice and SLAs with cross-functional partners.
• Manage Tier 2 SLAs and drive trends without direct team ownership.
• Build and train a Tier 1 playbook.
• Own core metrics like CSAT, deflection, response times.

Skills

End-to-end org design

AI-assisted tooling

Offshore team hiring/training

SLA governance & metrics

Autonomy in early-stage environments

Tools

Intercom/Fin

Job description

Moxie is building a full-scope customer support organization that spans AI-powered self-service, frontline teams, and cross-functional collaboration. This Senior Lead role owns the end‑to‑end support strategy and the operating model, shaping how inquiries flow from self-service to specialists and ensuring a unified service standard.

You will design escalations, own Tier 2 SLA accountability, and drive key metrics across CSAT, deflection, and response times in a fast-moving, remote-first