AI Support Operations Supervisor

Job not on LinkedIn

🕒 May 13

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

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1NCE

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

📡 Telecommunications

🚗 Transport

💰 Venture Round on 2022-06

Telecommunications • IoT • Transport

1NCE is a leading provider of managed connectivity services tailored for low-bandwidth IoT applications such as GPS tracking. The company offers a unique and disruptive price model with the 1NCE IoT Lifetime Flat rate, allowing customers to connect their IoT devices for 10 years at just 10 dollars. 1NCE collaborates with major telecom operators to ensure Tier-1 grade connectivity and broad coverage across 173 countries, supporting various radio standards including 2G, 3G, 4G, and LTE-M. Their services and products, like rugged IoT SIM cards and chips, cater to diverse sectors including transport, agriculture, healthcare, and consumer electronics, making IoT integration seamless and cost-effective globally.

📋 Description

• Oversee the performance and reliability of 1NCE’s automated first-line customer support platform. • Monitor the daily performance of the automated first-line AI support system. • Review operational dashboards, workflow execution logs, and ticket flows to ensure system stability and performance. • Identify workflow interruptions, failed automation steps, or abnormal behavior within the AI support system. • Ensure SLA adherence for automated support processes. • Manage operational incidents affecting automated support workflows. • Identify and resolve basic operational issues within AI-driven workflows. • Escalate technical problems to engineering or platform teams when required. • Ensure rapid recovery of automated support processes during incidents. • Manage complex or exceptional customer cases that cannot be resolved by automated workflows. • Monitor AI support response quality and resolution performance. • Identify improvement opportunities in automation workflows and operational processes. • Coordinate with internal teams such as Customer Support, Product, Platform Engineering, and AI operations teams.

🎯 Requirements

• Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related field. Equivalent professional experience may be considered. • 3–5 years of experience in customer support operations, service operations, support quality monitoring, technical customer support environments • Experience working in digital customer support platforms or automated service environments is advantageous. • Ability to monitor operational dashboards, logs, and workflow monitoring tools • Understanding of ticketing and customer support platforms • Basic understanding of workflow automation systems • Familiarity with tools such as: Salesforce, Jira / Atlassian, customer support platforms, monitoring dashboards • Basic troubleshooting capability in operational systems • English (C1); Additional languages are advantageous (German, Spanish, Chinese, Japanese)

🏖️ Benefits

• Further professional growth - Become part of our international team and an exciting environment that will revolutionize the telecommunication market for IoT • Dedicated, well-structured onboarding process and continuous team support to help you get up to speed quickly • Short decision-making paths and a lot of creative freedom - with us you can really get involved and help shape the future • A work environment defined by respect, close and informal communications among teams, departments, and management • Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results • Remote working with trusted working hours & laptop