Back
Customer Service Lead, Platforms & AI Enablement
Full-time
Job Description
This role is responsible for making AI work reliably and at scale inside our Customer Support Team. It combines prompt engineering, data hygiene, AI behavior governance, and platform ownership. This role is also responsible for maintaining all CS Platforms and providing support to the end users of these platforms. The role is both strategic and hands-on. You will partner closely with the Sr. Manager, Customer Service Technology & Product as well as other cross-functional teams.
What You'll Get to Do
Maintain and support all Customer Service platforms
Act as the primary point of contact for end users of those platforms
Own how AI agents are prompted, trained, governed, and measured
Ensure the underlying data powering AI and workflows is accurate, structured, and scalable
Monitor performance and suggest optimizations of CS platforms and AI Agent performance
Additional duties and support
Who You Are
5+ years in Customer Support Technology, CX Operations, Support Systems, or similar roles
Hands-on experience supporting and administering CS platforms (Kustomer strongly preferred)
Experience supporting internal users and resolving platform issues
Experience working with AI-driven tools, automations, or conversational AI systems
Strong problem-solving skills and systems-thinking mindset
Ability to balance reactive support with proactive platform improvement
