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saas ai cross-functional voc deflection-workflows📋 Description
- Accountable for CSAT, first-contact resolution, SLA, L1 escalation, and AI auto-resolution.
- Stand up AI auto-resolution and deflection workflows with the AI Systems Lead.
- Drive SLA toward near-100% as AI tooling scales.
- Directly manage L1 Team Lead, escalation handlers, and the AI Systems Lead; run regular 1:1s.
- Grow L1 talent, build product expertise, and develop diagnostic skills.
- Own cross-functional relationships with Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering.
🎯 Requirements
- Proven experience managing a customer support or customer-facing operations team.
- Track record of accountability: CSAT, SLA, FCR, escalation rate, and improvement.
- Experience leading through change and guiding teams through tool/process shifts.
- Strong cross-functional instincts with engineering and product; manage bug pipelines.
- Direct, clear communication; advocate for your team and provide updates.
- Comfort in a B2B SaaS environment; construction finance or fintech is a plus.
🎁 Benefits
- The rare opportunity to disrupt a $1.5T industry
- Competitive benefits including uncapped vacation, health, dental & vision insurance
- 401k with match and expedited vesting
- Robust compensation package, including equity in stock options
- Learning Grant program to support ongoing professional development
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