Remote AI-Driven Customer Support Leader

Jobgether; United States; Remote; USD 78,000 - 107,000; Full time

Benefits offered by this job

Competitive compensation (CAD)

Fully remote work (Canada/US)

Unlimited PTO

Health and dental coverage

Home office setup allowance

Retirement savings contributions

Internet and mobile support

Learning and development

Meaningful leadership impact

Collaborative environment

Inclusive workplace

Job summary

Partner Company seeks an experienced Customer Support Manager to lead a high-performing, remote team across phone, email, live chat, and SMS. You will coach specialists, handle escalations, and optimize staffing and workflows in a data-driven, AI-enabled environment.

Working with cross-functional teams in Customer Success, AI Operations, Product and Engineering, you will drive process improvements and scale support capabilities while maintaining high customer satisfaction.

Qualifications

• 4+ years in customer support with 3+ years in people leadership.
• Experience leading teams across multiple live channels (phone, email, chat, SMS).
• Ability to manage daily operations with minimal oversight in fast-paced environments.
• Experience with AI in customer interactions, not just backend tools.
• Previous leadership in industries like SaaS, FinTech, or entertainment is a plus.
• Strong metrics, reporting, and data-driven decision making.

Responsibilities

• Oversee daily customer support across channels and staffing.
• Lead coaching, performance reviews, and development plans for specialists.
• Manage escalations and ensure timely, customer-focused resolutions.
• Collaborate with cross-functional teams to improve processes and tools.
• Integrate AI tools into operations and train the team on usage.
• Monitor KPIs and report progress to leadership.
• Develop and improve SOPs and routing logic.
• Balance hands-on problem solving with delegation.

Skills

People management

Multichannel support

Operational forecasting

AI tools usage

Coaching and development

Escalation management

Collaboration with cross-functional

Tools

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Workspace

Linear

Slack

Co-browsing

Job description

Partner Company seeks an experienced Customer Support Manager to lead a high-performing, remote team across phone, email, live chat, and SMS. You will coach specialists, handle escalations, and optimize staffing and workflows in a data-driven, AI-enabled environment.

Working with cross-functional teams in Customer Success, AI Operations, Product and Engineering, you will drive process improvements and scale support capabilities while maintaining high customer satisfaction.