Back
Customer Support & Automation Lead
Full-time
About TripSuite
TripSuite is the operating system for modern travel agencies. We bring CRM, accounting, payments, analytics, AI-powered itinerary building, and workflow automation into a single, connected platform designed specifically for travel advisors and agencies.
We’re building the next generation of support: AI-augmented, operationally rigorous, and deeply customer-centric.
This role will design and operate that system.
The Role
We’re hiring a Customer Support \& Automation Lead to build and scale our AI-assisted support function.
In the near term, you will:
Serve as the human-in-the-loop reviewer for AI-generated support responses
Design and improve workflows that combine AI, automation, and human judgment
Identify product bugs and edge cases surfaced through support
Collaborate with engineering on fixes and automation opportunities
Because this role sits at the intersection of support, product, and operations, the pace can be intense at times. You’ll often be working through ambiguous problems, customer edge cases, and fast-moving product changes. We’re looking for someone who is energized by that kind of environment and takes pride in solving hard problems quickly and thoughtfully.
As the system matures, this role will evolve toward customer experience leadership, complex issue resolution, and strategic customer success work.
What You’ll Do
Build AI-Augmented Support Operations
Review, refine, and approve AI-generated support responses
Design workflows that improve speed, accuracy, and consistency
Train and improve AI response quality through prompt and process refinement
Identify opportunities to automate repetitive workflows
Improve Product Quality \& Feedback Loops
Detect bugs, edge cases, and friction surfaced in support tickets
Collaborate with engineering to document issues and validate fixes
Use support insights to inform product improvements
Create Scalable Support Systems
Define response standards and tone guidelines
Establish support metrics and continuous improvement processes
Help implement and optimize support tooling and integrations
Deliver Exceptional Customer Experience
Handle complex or sensitive customer issues
Build trust with agency owners and power users
Turn friction moments into loyalty-building experiences
Evolve into Customer Experience Leadership
Help hire and train junior support team members
Support high-value accounts and strategic customers
Improve onboarding and customer success workflows
Drive continuous improvement in the customer journey
Who You Are
Required
3\+ years in customer support, customer success, or technical support
Exceptional written communication skills
Strong judgment when handling customer issues and edge cases
Systems thinker who enjoys improving processes and workflows
Comfortable working with technical concepts and debugging product issues
High attention to detail and ownership mindset
Preferred
Experience with SaaS support operations
Experience implementing automation or AI tools in support workflows
Familiarity with helpdesk platforms (Zendesk, Intercom, Help Scout, etc.)
Experience in accounting or the travel industry is a plus
What Makes You a Great Fit
You enjoy building systems, not just answering tickets
You move quickly while maintaining high quality and judgment
You stay calm and focused when dealing with complex customer issues
You see patterns and operational improvements others miss
You’re excited about AI as a force multiplier for great support
This role will work best for people who thrive in fast-moving startup environments and enjoy taking ownership of messy problems that don’t yet have clear playbooks.
