Senior Manager, Support Operations (AI & BPO)

About the role

We are hiring a Senior Manager, Support Operations to own end-to-end frontline support - Tier 0 (AI chatbot) and Tier 1 (BPO team) - and to operate the whole thing as an AI-native function. AI is the substance of the work: writing prompts, building agent-assist tooling, integrating systems with MCP.

Requirements

• Built and shipped AI-powered support tooling
• Hands-on prompt engineering for production systems
• Integrated AI tools with CRM/helpdesk via MCP or APIs
• Experience in customer support/CX function owning SLAs and vendor teams
• Comfortable reading/writing code with AI assistance

What you'll do

• Own Tier 0 chatbot and Tier 1 BPO support end-to-end
• Improve chatbot via prompt engineering and knowledge base curation
• Manage BPO partner performance, QA, and SLAs
• Build MCP connectors integrating Salesforce/Zendesk/ChurnZero
• Run AI-driven ticket analysis and reporting

Where this was posted

• LinkedIn

  last seen 2mo ago
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