AI & Automation Lead, Customer Success Operations

What Impact We’re Looking for You to Make

🤖 AI & Agent Building

• Design, build, and ship agents that solve specific friction points in the Customer Team workflows, architecting how they work rather than just configuring off-the-shelf tools.

• Continuously identify where friction lives across the support organization (repetitive tasks, slow lookups, manual handoffs) and turn that into an agent roadmap.

• Own performance and quality of AI tooling in production: accuracy, tone, resolution rates, and where a human needs to step back in.

• Stay close to what's emerging in LLMs, agent frameworks, and semantic search.

🔗 Cross-Functional Partnership

• Work with the AI Transformation team to align on architecture, capability, and what's feasible now versus later.

• Partner with Support stakeholders and the team themselves to understand where the real friction is.

• Bring in subject matter experts across Support Ops to validate agent behaviour in their domain before it ships.

• Represent Support's needs in company-wide AI conversations, and bring company AI direction back to Support.

📚 Knowledge Foundation

• Own the knowledge base and internal documentation, keeping it accurate and well-governed as the substrate agents and Drivers both rely on.

• Build content and taxonomy practices that make information usable by both humans and AI, not just searchable.

• Use support data and agent performance to find and close knowledge gaps.

🎯 Customer & Prospect Self-Service Experience

• Own how customers and prospective customers find answers to their questions, end to end, across guides and the AI answer tool.

• Set and hold the exceptional quality bar for those answers: accuracy, tone, and whether the response actually resolves the question. Ensuring results are as good as our world class team.

• Analyze what customers and prospects are asking (queries, search terms, unresolved questions) to surface patterns worth acting on.

• When the answer is missing or wrong, that's a knowledge or content gap to close. When the real fix is in the product itself, that's feedback to route to Product.

• Partner with Product and Product Marketing so recurring "not yet customer" questions inform what we build and how we message it, not just what we document.

⭐ Team Leadership

• Lead a small team of knowledge and AI enablement experts: set priorities, run 1:1s, and grow their skills, including agent-building capability.

• Build a team that can move between deep AI/technical work and the people side of Support without losing either.

📈 Impact & Measurement

• Track quality metrics for AI-assisted and self-service answers, including accuracy and CSAT, to make sure automation holds the same bar as our team.

• Track efficiency metrics, including deflection rate, average handle time, and Driver time saved, to show where friction has actually been removed.

• Track downstream business impact, including retention and conversion, to connect AI/automation work to outcomes beyond Support.

• Present findings and roadmap to leadership regularly; make the case for where to invest next.

What Experience We Need

• 5+ years in AI/automation implementation, support enablement, or knowledge/content strategy, ideally with hands-on agent or LLM tooling experience rather than just oversight of it.

• Comfortable being the builder: you can actually construct an agent or automation workflow, not just spec one for someone else.

• Experience mentoring or leading others, formally or informally.

• Strong systems thinker: you see friction and think in workflows, not just documents.

• Genuinely cross-functional: you're as comfortable in a room with AI engineers as you are with frontline Drivers.

• Experience owning a self-service or customer content program, ideally where you were accountable for both the quality of the answers and what customer questions revealed about product gaps.

• Familiarity with tools we use (Hubspot, Help Scout, Talkdesk, Claude, Gumloop etc.) and a real appetite for AI/automation tooling.

If you don’t meet every single qualification but are excited about this role, we’d still love to hear from you.