Director – Customer Support Automation

About the role and why it’s unique:

• Lead the development and execution of the strategic vision for AI-driven customer engagement solutions.
• Spearhead the design, enhancement, and integration of chatbot technologies to transform customer service operations.
• Develop and execute a comprehensive roadmap for chatbot initiatives, incorporating AI, NLP, and ML to optimize customer interactions.
• Identify emerging trends in AI and chatbot technologies, translating insights into actionable strategies for competitive advantage.
• Collaborate with cross-functional teams (engineering, product, customer service) to integrate chatbot solutions into existing systems.
• Monitor key performance indicators (KPIs) and use data-driven insights to continuously improve chatbot effectiveness.
• Report to senior leadership on progress, challenges, and opportunities in customer engagement automation.

Who you are:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is required; an advanced degree (MBA, MS in AI/ML, etc.) is preferred.
• 5+ years of experience in managing chatbot platforms, AI technologies, or digital customer experience initiatives, including significant leadership roles.
• Proven track record in optimizing customer service processes and implementing large-scale AI solutions.
• Deep familiarity with chatbot platforms, particularly Intercom, and advanced knowledge of AI-driven customer support technologies.
• Strong understanding of natural language processing, machine learning, and data analytics.
• Demonstrated ability to lead cross-functional teams and drive strategic initiatives in a fast-paced, dynamic environment.
• Proven experience working with senior leadership and multiple stakeholders to align technology initiatives with business strategies.

Our target starting base salary range for this position is between $156,000 and $175,500, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

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