AI Technical Support lead

Company Overview

AI-enhanced web and mobile development, process automation, and digital transformation

tech-first, values-driven partner

Learn more at: www.anckr.com

Job Summary

Support Lead / Manager

end-to-end lifecycle of support

support operations expertise

Responsibilities

• Design and implement ANCKR’s

  multi-channel support system

  (email, SMS, chat, Slack, Missive/Front)
• Lead transition to

  AI-first support

  — integrating RAG pipelines and knowledge base retrieval into frontline workflows
• Architect

  Tier 0 / Tier 1 autonomous support

  (AI agent replies, auto-triage, FAQ responses)
• Define and manage

  SLAs, escalation paths, and reporting

  for human support layers
• Build and maintain a

  support knowledge base

  designed for both humans and AI agents
• Partner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR’s internal knowledge base)
• Create dashboards for

  response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch)

• Train and oversee future Support Specialists as the team scales
• Share learnings across ANCKR to inform AI-driven delivery and client platforms

Requirements

Must-Have

• 3–5 years in

  support operations, customer success, or service delivery

• Experience with

  multi-channel support tools

  (Missive, Front, Zendesk, HelpScout)
• Strong understanding of

  support workflows, SLAs, and escalations

• Hands-on experience configuring or integrating

  AI into workflows

  (RAG, chatbots, knowledge base search)
• Ability to design

  processes and playbooks

  from scratch
• Excellent communication skills with clients and internal teams

Nice-to-Have

• Exposure to

  LangChain, CrewAI, or multi-agent orchestration frameworks

• Familiarity with

  vector databases

  (Supabase, Pinecone, Weaviate)
• Experience with

  AI-powered ticketing or chat support

  systems
• Agency or SaaS background in

  fast-paced support environments

• Strong reporting/analytics experience (support dashboards, SLA monitoring)

Perks:

• Competitive base +

  performance bonuses

• Tech package

  : MacBook Pro, monitor, accessories

• Paid holidays, PTO, and flexible hours

• Remote-first team

  with async workflows
• Growth path into Head of Support / Support Operations Manager
• Opportunity to

  define and lead AI-powered support

  from the ground up

Schedule & Expectations

• Standard hours: Standard working Hours
• Work tracked in

  ClickUp

  , communication in

  Slack

• Participation in

  weekly support reviews & cross-team syncs

• Accountability for

  AI resolution rates and SLA performance