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Support Automation & Knowledge Lead (all genders)
Full-time
Lucanet is the CFO Solution Platform built for modern finance and tax teams, relied on by more than 6,000 companies. As Lead AI & Operations within Support, you will own and continuously develop the systems, processes, and AI capabilities that enable Support teams to work efficiently and deliver brilliant service, leading the AI and operations function and driving an AI-first culture of continuous improvement.
What You'll Do
Lead and develop the AI & Operations function within Customer Support, coaching team members and managing performance.
Own and evolve the AI, knowledge, and operations systems that power customer care.
Design, configure, and optimize automated workflows, AI agents, and conversation flows to improve resolution rates and agent efficiency.
Own and develop the support knowledge ecosystem, ensuring content is accurate, governed, and optimized for self-service and AI use.
What You Bring
5+ years in Customer Support Operations, Support Technology, AI Operations, or Knowledge Management, ideally in SaaS.
2+ years hands-on with AI-powered support tools, AI agents, copilots, chatbots, or automated workflows.
2+ years managing or improving a knowledge base or self-service content ecosystem.
Experience with platforms such as Forethought, Intercom, or similar AI-powered support solutions.
