Senior AI Innovation Engineer, Fluent Ukrainian, English

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Take ownership of the existing AI transformation strategy and drive its execution at pace; • Identify gaps, dependencies, and bottlenecks, resolving them proactively; • Continuously refine strategy based on market feedback, client needs, and real-world learnings. • Contribute to building AI-powered service offerings beyond headcount-based models; • Prototype, test, and scale solutions from proof-of-concept to client deployment; • Define reusable AI components (knowledge bases, copilots, QA automation, intelligent routing). • Own revenue targets for innovation-driven offerings; • Partner with Sales and Business Growth teams to position AI solutions in client conversations; • Develop pricing and packaging strategies for hybrid AI + human service models. • Build repeatable frameworks for evaluating, piloting, and scaling new solutions; • Establish workflows, governance, and reporting for the innovation function; • Define and track success metrics (e.g., speed to pilot, adoption, cost efficiency, revenue impact). • Drive implementation of AI agents into internal workflows; • Partner with internal teams to identify automation opportunities that improve efficiency and margins.

🎯 Requirements

• Upper-Intermediate (B2) or higher English level; • Proven experience in a senior leadership role (Head or Lead level background); • Strong commercial mindset with deep understanding of margins and revenue impact; • Solid understanding of AI, LLMs, and automation workflows; • Experience aligning cross-functional teams; • Hands-on approach: testing ideas through pilots and structured validation; • Data-driven decision-making with focus on measurable outcomes; • High ownership mentality and accountability; • Strong organizational and structured thinking skills. • **Will be a plus:** • Experience in BPO, CX, or service-based companies; • Experience launching AI-driven products or automation solutions in production; • Familiarity with pricing models for SaaS or AI-enabled services.