Remote AI-Driven Technical Support Team Lead

Improvado

New York (NY)

Remote

USD 120,000 - 160,000

Full time

6 days ago

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Benefits offered by this job

Remote-first environment

20 days PTO per year

US holidays and time off

Professional development reimbursement

Job summary

Improvado is an AI-powered marketing data platform serving mid-market and enterprise teams, enabling automated data workflows and scaled insights. We’re building an AI-first support function and growing a small, capable team to design agents, workflows, and tools embedded in daily support tasks.

You will lead Automation & AI tooling, process building, and advanced troubleshooting while coaching Analysts and collaborating with Engineering, Product, and Customer Success to improve support tooling

Qualifications

Experience building AI automations and workflows.
Strong SQL and relational database debugging.
Leadership experience; management is a plus.
Fluent English with clear writing.

Responsibilities

Build and maintain automations and AI agents to reduce manual support work and measure time saved.
Write playbooks and documentation; identify recurring issues and fix root causes.
Investigate complex data pipeline issues and coach the team to do the same.
Lead a small team of Analysts; manage priorities, escalations, and SLAs.
Collaborate with Engineering, Product, and Customer Success on bug feedback and support tooling.
Test new AI models and tools, and bring effective ones into production.