Senior Customer Support & AI Operations Lead

About the Role

We are a fast-growing consumer brand building a next-generation, AI-powered customer service operation, and we are looking for a senior Customer Support & AI Operations Lead who has been there and done it. This is not a role for someone who has only worked around AI tools. We want someone who has built, or played a major role in building, an AI-powered customer service operation.

You will be our customer support lead, working largely independently. You will handle the cases our AI can’t, but your biggest impact will be building out the support function: continuously improving how our AI system responds and performs, creating the processes and SOPs that keep everything running, and turning customer feedback into insights for the wider business. As the company grows, the role will expand into retail customer support and operations.

Work Structure & Requirements

Schedule: Full-time, Monday to Friday, 8:00 AM to 5:00 PM (40 hours per week, 1-hour unpaid break)
Location: Remote
Timezone: Pacific Standard Time (PST)
Start Date: Within 2 weeks
Compensation: 10 USD per hour

Key Responsibilities

Customer Support Leadership
Own the customer support inbox and escalations as the company’s customer support lead
Clear overnight tickets the AI could not resolve at the start of each day
Process returns, refunds, and replacements accurately and promptly
Identify sensitive, complex, or unusual cases and handle or escalate them appropriately
Ensure every customer concern is documented and followed through to resolution
AI Customer Service Ownership
Own the day-to-day performance of our AI customer service agent (Siena AI)
Review AI-handled conversations, identify inaccurate or weak responses, and find the root cause
Build and refine the knowledge base, intent routing, rules, and response guidelines
Test changes in the sandbox before they go live and monitor outcomes afterwards
Run ongoing quality checks on AI responses and d ---------- when the AI should handle a case and when a person should step in
Escalate technical or system-level issues when additional support is needed
Building the Support Function
Design, document, and maintain SOPs for the full support operation
Improve processes and use automation to reduce manual workload
Track and report key support metrics such as response time, resolution rate, and AI resolution rate
Deliver regular voice-of-customer reporting, turning ticket patterns into product and business insights
Work closely with leadership on day-to-day operations and longer-term support strategy
Growth Scope (Next 3 to 6 Months)
Expand into retail customer support as the company grows its retail presence
Support EDI and order management alongside the operations team as needed

Required Skills & Experience

Experience: 5+ years in customer support, customer experience, or support operations, including a lead role or ownership of a support function
AI Customer Service (Required): Proven hands-on experience building, or playing a major role in building, an AI-powered customer service operation, including knowledge base building, intent routing, prompt and response refinement, sandbox testing, and quality checks on AI responses
Help Desk Platforms: Strong experience with Gorgias, Zendesk, or similar; Siena AI experience is a major plus
Process & Reporting: Track record of writing SOPs and reporting on support metrics and customer insights
Communication: Excellent written and spoken English; professional, empathetic, and customer-focused
Working Style: Strategic and analytical self-starter who takes ownership from identifying a problem to resolving it, and who can build a support department rather than just respond to tickets
Industry Background: Experience in e-commerce, CPG, or consumer brands is a plus
Additional Exposure: Experience with retail customer support, EDI, order management, or supporting a product launch is a plus