AI Support Operations Supervisor

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🕒 vor 1 Monat

🏄 California – Remote

🏄 California – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🤖 Künstliche Intelligenz

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1NCE

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2017

📡 Telekommunikation

🚗 Transport

💰 Venture Round im 2022-06

Telecommunications • IoT • Transport

1NCE ist ein führender Anbieter von gemanagten Konnektivitätsdiensten, die für IoT-Anwendungen mit geringer Bandbreite wie GPS-Tracking entwickelt wurden. Das Unternehmen bietet mit der 1NCE IoT Lifetime Flat ein einzigartiges und disruptives Preismodell, das es Kundinnen und Kunden ermöglicht, ihre IoT-Geräte für 10 Jahre für nur 10 US-Dollar zu verbinden. 1NCE arbeitet mit führenden Telekommunikationsanbietern zusammen, um Tier-1-Konnektivität und eine breite Abdeckung in 173 Ländern sicherzustellen und unterstützt verschiedene Mobilfunkstandards, darunter 2G, 3G, 4G und LTE-M. Die Services und Produkte – wie robuste IoT-SIM-Karten und -Chips – bedienen vielfältige Branchen, darunter Transport, Landwirtschaft, Gesundheitswesen und Unterhaltungselektronik, und ermöglichen eine nahtlose und kosteneffiziente IoT-Integration weltweit.

Beschreibung

• 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.

🎯 Anforderungen

• 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)

🏖️ Vorteile

• 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