Senior Manager, Support Operations – AI, BPO

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Amira Learning

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📚 Education

🤖 Artificial Intelligence

☁️ SaaS

💰 $20M Venture Round - Amira Learning on 2022-04

Education • Artificial Intelligence • SaaS

Amira Learning is an education technology company that develops an AI-driven reading tutor and assessment platform for young learners. Its product uses speech recognition and automated scoring to provide individualized practice, real-time feedback, and actionable reading analytics for teachers and schools, helping improve early literacy outcomes.

📋 Description

• Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic • Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions • Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale • Iterate weekly, not quarterly • Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability • Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews • Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate • Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples • Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data • Personalize agent-assist responses with customer context pulled from CRM and product data • Design integrations that respect FERPA obligations and the sensitivity of educator and student data • Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns • Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering • Build reusable dashboards and reporting that make support performance legible to the rest of the company • Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play • Own agent background-check and approval workflows for BPO personnel with access to student PII • Expect to spend significant time: in Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally.

🎯 Requirements

• You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how. • You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments • You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent • You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale • You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement. • You can have a direct conversation with a frustrated customer or district administrator without losing your composure.

🏖️ Benefits

• Health insurance • Professional development opportunities