Manager, Customer Support Automation and AI Quality

Role Overview:

Team Overview:

Responsibilities:

• Create and refine AI classifiers and text analytics models within quality assurance platforms like Maestro QA to categorize and monitor support transcripts
• Monitor, maintain, and optimize automated chatbot responses powered by LLM and generative AI technology for accuracy and helpfulness
• Work within customer service platforms like Gladly to define and optimize workflow rules and engineer LLM prompts to ensure the quality of automated responses
• Generate weekly and monthly automation performance reports and dashboards using text analytics to provide actionable insights to support leadership
• Create real-time dashboards and visualizations to communicate quality trends and improvement opportunities
• Analyze support conversation data to identify trends, gaps, and areas for improvement
• Collaborate with customer support teams to understand pain points and translate them into AI improvements
• Document AI system configurations, training processes, and performance metrics
• Assist in troubleshooting AI system issues and implementing fixes

Required:

• Bachelor’s degree (BTech/BE/BSc) in Computer Science, Data Science, Electronics, or related technical field
• 3-5 years of experience in customer support operations, quality assurance, or related analytics role with exposure to AI tools or chatbot technologies
• Experience or demonstrated interest in prompt engineering, and AI/ML tools
• Proficiency with SQL and data visualization tools
• Basic understanding of customer support metrics and quality frameworks
• Excellent communication skills to work cross-functionally with technical and non-technical teams
• Strong analytical mindset with problem-solving abilities
• Ability to work independently and manage priorities in a fast-paced environment
• Excellent English communication skills (written and verbal)
• Ability to work flexible hours to accommodate US and Philippines time zones

Preferred Experience:

• Experience with any customer support, quality assurance and text analytics tool (Gladly, Maestro, Zendesk, Freshdesk, ServiceNow or equivalent platforms)
• Familiarity with Python, NLP, text analytics, or machine learning concepts
• Previous experience in customer service or support operations
• Familiarity with natural language processing and text analytics

Keywords for Search

Customer Support Quality Assurance, AI Operations, LLM Prompt Engineering, Customer Experience Analytics, Support Automation, Quality Monitoring, Conversational AI, Customer Care Analytics, Workforce Management, Agent Coaching, Performance Optimization