Senior Automation and AI Manager

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October 9

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Airalo

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Telecommunications • Technology • Travel

Airalo is the world's first eSIM store that provides digital SIM cards (eSIMs) to travelers in over 200 countries and regions globally. The company offers an innovative solution to avoid high roaming charges by allowing users to purchase and activate eSIMs via its app, ensuring instant connectivity without the need for physical SIM cards. Airalo caters to various travelers by providing local, regional, and global eSIMs with transparent, prepaid pricing plans, supported by 24/7 customer service. The platform also supports partnership through APIs and offers incentives such as referral credits. Airalo represents a modern approach to global mobile connectivity, making it an essential tool for frequent travelers.

51 - 200 employees

📡 Telecommunications

📋 Description

• As the Senior Automation and AI Manager, you will be the driving force behind Airalo Support’s efficiency and digital transformation. • Responsible for the full lifecycle management of our support automation ecosystem, from designing and implementing new workflows in platforms like Zendesk to continuously improving our AI chatbot performance. • Architect, deploy, and maintain all support automation workflows, triggers, macros, and integrations. • Partner directly with development and product teams to enhance AI chatbot performance. • Establish and enforce best practices for automation creation and deployment. • Define Key Performance Indicators (KPIs) for all automation. • Utilize advanced analytics to measure the impact of existing automations and AI. • Collaborate closely with Product, Engineering, and Data teams to integrate support automation needs.

🎯 Requirements

• 5+ years of experience in Customer Support Operations, Technical Support, or a related field, including at least 2 years focused on automation and AI. • Deep, hands-on expertise administering Zendesk (or similar enterprise help desk platform), including setting up advanced triggers, routing methods, APIs, webhooks, and custom apps. • Proven experience working with and improving customer-facing conversational AI/chatbots in a support environment with clear focus on Customer Experience. • Strong ability to analyze large datasets, interpret complex support metrics, and translate data insights into actionable automation strategies. • Demonstrated ability to design, document, and implement technical workflows that enhance operational efficiency and the agent experience. • Excellent communication skills; able to clearly articulate complex technical concepts and business impacts to both technical and non-technical stakeholders.