Start Date: ASAP

Work Set Up: Hybrid

Type of Contract: Full-Time

As a Team Lead AI Support & Operations for our AI vertical, you will support clients in the generative AI space, and other cutting-edge AI companies. This role will manage a team of frontline Ninjas responsible for providing customer service and technical support while ensuring operational excellence, client satisfaction, and team performance.

The ideal candidate will have a strong understanding of AI technologies, conversational AI, and the broader AI ecosystem, enabling them to engage in meaningful conversations with clients and provide insights that improve both customer and operational outcomes. Experience in prompt engineering, AI model training, or AI product support is a plus.

What does a day in the life of a Team Lead AI Support & Operations look like?

• Lead, coach, and develop a team of frontline Ninjas providing customer support and technical assistance for AI-related products and services.
• Drive performance metrics such as CSAT, response time, resolution time, and quality assurance, ensuring alignment with client expectations.
• Implement best practices for AI support, including ticket handling, troubleshooting, and knowledge base updates.
• Foster a culture of continuous learning and innovation to stay ahead of AI industry trends.
• Serve as the primary point of contact for AI-related clients, ensuring seamless communication and delivery of exceptional service.
• Translate client feedback into actionable improvements in support processes and team training.
• Provide thought leadership on AI support best practices and engage in discussions around product improvements.
• Work with Workforce Management and Quality Assurance teams to refine AI-spec support strategies.
• Maintain a working knowledge of AI technologies, Large Language Models (LLMs), and generative AI applications.
• If applicable, leverage prompt engineering skills to enhance chatbot efficiency and internal AI-powered support tools.
• Stay updated on emerging AI trends and provide strategic insights to improve support methodologies.
• Work closely with internal stakeholders to develop AI-driven solutions that enhance service delivery.

What are the required qualifications for a Team Lead AI Support & Operations?

• 3+ years of experience in customer service or tech support, preferably in the AI, SaaS, or tech industry.
• Prior experience in team leadership, coaching, or operations management within a customer support or technical support environment.
• Familiarity with AI tools, conversational AI platforms, or prompt engineering is a strong advantage.
• Strong problem-solving skills and the ability to navigate complex technical inquiries.
• Excellent communication skills with the ability to engage effectively with clients and cross-functional teams.

Preferred Qualifications:

• Experience working in a BPO or outsourcing environment is a plus.
• Understanding of LLMs, NLP, or AI-powered support solutions.
• Experience with AI-driven customer support systems such as chatbots or AI-powered ticketing.
• Background in technical support for AI products, including troubleshooting and user guidance.
• Knowledge of prompt engineering, AI scripting, or model fine-tuning.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

If you are interested, you can access your instant interview here: https://alpharun.com/i/YWhtbLq8R8hsAsLtrhZnW

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