Senior Manager, Support Operations – AI, BPO

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

👻 Score fantasma 12%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Amira Learning

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

📚 Educação

🤖 Inteligência Artificial

☁️ SaaS

💰 $19.999.992 Venture Round - Amira Learning em 2022-04

Education • Artificial Intelligence • SaaS

Amira Learning é uma empresa de tecnologia educacional que desenvolve uma plataforma de tutor e avaliação de leitura orientada por IA para jovens aprendizes. Seu produto utiliza reconhecimento de voz e pontuação automatizada para fornecer prática individualizada, feedback em tempo real e análises de leitura acionáveis para professores e escolas, ajudando a melhorar os resultados de alfabetização inicial.

Descrição

• Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic • Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions • Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale • Iterate weekly, not quarterly • Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability • Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews • Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate • Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples • Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data • Personalize agent-assist responses with customer context pulled from CRM and product data • Design integrations that respect FERPA obligations and the sensitivity of educator and student data • Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns • Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering • Build reusable dashboards and reporting that make support performance legible to the rest of the company • Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play • Own agent background-check and approval workflows for BPO personnel with access to student PII • Expect to spend significant time: in Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally.

🎯 Requisitos

• You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how. • You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments • You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent • You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale • You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement. • You can have a direct conversation with a frustrated customer or district administrator without losing your composure.

🏖️ Benefícios

• Health insurance • Professional development opportunities