• Review support tickets, GitHub tickets, and escalations. • Monitor and maintain a clean Pending CS queue. • Handle escalated tickets directly when needed. • Review AI-handled conversations and identify improvements. • Analyze failed or low-quality AI conversations and recommend fixes. • Update or request updates to AI knowledge base content, workflows, and support documentation. • Flag angry clients, urgent issues, or recurring customer concerns. • Conduct weekly team meetings. • Monitor team productivity and quality. • Delegate channel communication to the on-shift agent when appropriate. • Lead one internal improvement project at a time. • Support client communication and calls when needed. • Coordinate with product/development teams for unresolved technical issues**

• Manage a set of accounts to drive customer satisfaction and reduce churn • Maintain customer service, loyalty, and expand customer base by building and maintaining rapport with assigned customers • Conduct customer account reviews and develop account plans • Perform customer negotiations and effectively address competitive product objections to renew and retain customer business • Update job knowledge and skill by participating in educational opportunities and benchmarking state-of-the-art practices • Take inbound and make outgoing calls to customers to ensure satisfaction

Role Description The Customer Support Team Lead – AI Support Operations will be responsible for leading the customer support team while driving the successful implementation, optimization, and expansion of AI-powered customer support conversations. This role is not only focused on managing human agent performance, but also on improving how AI is used within the support function. The Team Lead will analyze support conversations, identify automation opportunities, improve workflows, create processes, and work closely with internal teams to ensure AI support delivers accurate, efficient, and customer-friendly responses. You will act as the bridge between the human support team, AI support tools, product/development teams, and customer experience goals. Day-to-Day Responsibilities - Review support tickets, GitHub tickets, and escalations. - Monitor and maintain a clean Pending CS queue. - Handle escalated tickets directly when needed. - Review AI-handled conversations and identify improvements. - Analyze failed or low-quality AI conversations and recommend fixes. - Update or request updates to AI knowledge base content, workflows, and support documentation. - Flag angry clients, urgent issues, or recurring customer concerns. - Conduct weekly team meetings. - Monitor team productivity and quality. - Delegate channel communication to the on-shift agent when appropriate. - Lead one internal improvement project at a time. - Support client communication and calls when needed. - Coordinate with product/development teams for unresolved technical issues. Qualifications - At least 2 years of experience leading or coaching a team. - Experience in customer support, customer success, or a similar client-facing role. - Experience as an AI implementation for chatbot is highly desirable. - Strong understanding of support operations, ticket management, escalations, and customer communication. - Ability to analyze conversations, identify patterns, and improve workflows. - Comfortable working with AI tools, automation, or support technology. - Strong problem-solving and decision-making skills. - Excellent written and verbal communication skills. - Highly organized and able to manage multiple priorities. - Process-driven mindset with a focus on continuous improvement. - Ability to collaborate with product, development, and operations teams. - Must have their own equipment. Nice to Have - Experience implementing or managing AI-powered support tools. - Experience working with chatbots, AI Platforms (e.g. ChatGPT, Gemini, etc), AI agents, automation tools, or knowledge base systems. - Experience with GitHub, ticketing systems, support. - Experience creating support documentation, SOPs, training materials, or process maps. - Background in SaaS, tech support, or product support. Employment Type Independent Contractor Schedule Monday to Friday from 3 PM to 11 AM or 4 PM to 12 AM (with 30 mins lunch break) Location Remote Industry SAAS

• Provide technical support to clients via email, phone, online live support, or other designated channels. • Field Tier 1 support phone calls, averaging 15-30 calls per day, with flexibility based on call volume. • Quickly diagnose critical and complex issues, escalating as necessary. • Participate in the Learning Lab at the annual user group meeting. • Formulate ideas to enhance Knowledge Base content. • Complete computer checkouts for issues related to computer performance. • Deliver accurate information to clients, identifying problems, researching answers, and guiding corrective steps. • Install and assist in setting up offices to utilize electronic prescriptions, providing training to doctors and staff members. • Accomplish tasks in a timely manner, prioritizing support tickets to meet deadlines. • Document detailed records of customer interactions, accounts, and file documents through the online ticketing system. • Record working hours, breaks, lunchtime, and overtime accurately in the employee time clock system, requesting manual changes as needed. • Submit time-off requests in a timely manner, obtaining prior approval from Management. • Adhere to all rules and regulations outlined in the Employee Handbook.