AI Customer Service Manager

About the Role

This role owns AI-related topics within Customer Service, including AI chatbot optimization, automation, and AI-driven customer experience improvements. The role bridges Customer Service operations with AI, Product, and Technology teams to enhance efficiency, reduce cost, and improve customer satisfaction.

Key Responsibilities:

AI Chatbot & Experience Management

• Continuously monitor chatbot performance (intent accuracy, fallback rate, containment).
• Design and refine conversation flows based on real customer journeys and pain points.
• Improve AI chatbot responses for key topics such as device issues, API errors, and system inquiries.

AI Training & Continuous Improvement

• Train AI models using real customer interaction data and historical tickets.
• Tag and label intents to improve AI understanding and accuracy.
• Identify gaps such as unanswered queries and incorrect responses.
• Optimize knowledge base content to support AI learning and automation.

Customer Journey & Automation Design

• Map end-to-end customer journeys across channels.
• Design automated solutions for common issues to reduce manual handling.
• Develop guided troubleshooting flows for faster resolution.
• Collaborate with Product and Tech teams to implement automation improvements.

AI + Human Hybrid Optimization

• Define clear rules for when AI should resolve vs escalate to human agents.
• Improve handover experience to minimize customer repetition.
• Enhance agent support tools using AI recommendations and prompts.
• Ensure balance between automation efficiency and customer empathy.2.5. Data & Insights
• Track and analyze KPIs such as automation rate, CSAT, and First Contact Resolution (FCR).
• Identify recurring issues (e.g., system errors, API failures, device problems).
• Provide actionable insights to Customer Service and Product teams.
• Use data to continuously improve chatbot and automation performance.

System & API Support Alignment

• Collaborate with backend and API teams to understand system behavior and issues.
• Translate technical incidents into clear, customer-friendly communication.
• Support Customer Service during system incidents and outages.
• Align AI responses with real-time system updates and service status.

Required Qualifications:

• Bachelor’s or Master’s degree in Business, Technology, or related field.
• 2–5 years experience in AI-related roles especially in Customer Service, or CX field.
• Strong understanding of customer service operations.
• Analytical and problem-solving skills.
• Strong knowledge in AI, chatbot, and automation concepts.
• Good communication skill with customer-centric mindset.
• Strong collaboration and communication skills.