Lead Delivery Support

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Kata.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 Non Equity Assistance on 2018-02

Artificial Intelligence • SaaS • B2B

Kata. ai is an innovative company specializing in conversational AI solutions to enhance customer interactions. Their platform offers a comprehensive suite of tools, including WhatsApp Marketing, automated customer service, and recruitment solutions, powered by AI to optimize engagement across multiple channels. Focused on industries such as telecommunications, healthcare, retail, and financial services, their offerings range from voice-to-text and text-to-voice APIs to business dashboards that streamline the management of customer experiences. With a strong emphasis on using AI for personalized marketing campaigns and customer satisfaction, Kata. ai supports over 200 companies in optimizing their operations through conversational AI technology.

📋 Description

• Lead and operate the Technical Support function — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — for Kata's chatbot, voice AI, and Omnichannel platforms across a portfolio of enterprise clients in regulated industries. • Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable 24/7 service continuity, fast and high-quality resolution, and so that operational insights flow back into Engineering and Product teams to systematically reduce recurring issues at the platform level.

🎯 Requirements

• 3–5 years in technical support, customer success engineering, or operations roles, with at least 1 year leading or coordinating a team • Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, ideally in SaaS or messaging platform environments • Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products • Track record of producing RCA documentation for production incidents to enterprise clients • Experience designing shift schedules, on-call rotations, or capacity plans • Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents is a plus • Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field • ITIL Foundation certification or equivalent service management training is a strong plus • Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous • IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus • API & Webhooks: Proficiency in testing and troubleshooting RESTful APIs using tools like Postman. • Programming/Scripting: Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting. • Platform Expertise: Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite. • Bot Platforms: Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems. • Log Analysis: Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors. • Data Reporting: Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports.

🏖️ Benefits

• Flexible working hour for our employees • Learning experience in Conversational AI Industry