Director of Customer Support Automation - Remote

Overview

The Director of Customer Support Automation will lead the development and execution of AI-driven customer engagement solutions, focusing on chatbot technologies to enhance customer service operations.

In Short

• Lead the strategic vision for AI-driven customer engagement solutions.
• Spearhead chatbot technology design and integration.
• Develop a comprehensive roadmap for chatbot initiatives.
• Identify trends in AI and chatbot technologies.
• Collaborate with cross-functional teams for integration.
• Monitor KPIs and improve chatbot effectiveness.
• Report to senior leadership on progress and challenges.

Requirements

• Bachelor’s degree in Computer Science or related field; advanced degree preferred.
• 5+ years of experience in managing chatbot platforms and AI technologies.
• Proven track record in optimizing customer service processes.
• Familiarity with chatbot platforms, especially Intercom.
• Strong understanding of NLP, ML, and data analytics.
• Ability to lead cross-functional teams in a dynamic environment.
• Experience working with senior leadership on technology initiatives.

Benefits

• Unlimited PTO with flexibility.
• 16 weeks of fully paid parental leave.
• $500 home office allowance.
• Connected virtual first culture with a distributed workforce.
• 5% 401k match, FSA, and company paid health benefits.