KE, ZA + 1 moreAs the Senior Automation and AI Manager, you will be the driving force behind Airalo Support’s efficiency and digital transformation. This is a critical strategic role focused on leveraging AI and automation tools to scale our customer support operations without a corresponding increase in manual effort.
You will be 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 (both customer facing and internal). This role requires a blend of leadership, technical proficiency, and a strong analytical mindset to maximize the impact of automation on customer satisfaction (CSAT) and operational efficiency.
Responsibilities include but aren't limited to
- Design and implement a clear, data-driven roadmap for support automation, identifying high-impact opportunities across the customer journey.
- Architect, deploy, and maintain all support automation workflows, triggers, macros, and integrations, primarily in Zendesk and other integrated tools.
- Partner directly with development and product teams to enhance the performance, accuracy, and customer experience of our AI chatbot, ensuring effective contact deflection and simple query resolution.
- Establish and enforce best practices for the creation, testing, and deployment of automation to ensure scalability, reliability, and minimal disruption to the Support Team.
- Define Key Performance Indicators (KPIs) for all automation, focusing on contact deflection rate, CPO, first-response time (FRT), resolution time (ART), and automation-driven cost savings.
- Utilize advanced analytics to measure the impact of existing automations and AI, providing leadership with regular reports and actionable insights for further optimization.
- Perform deep-dive analysis on support data to identify recurring pain points that can be solved through new automation or improved AI training.
- Serve as the Subject Matter Expert for the Support Team on all automation and AI capabilities.
- Collaborate closely with Product, Engineering, and Data teams to integrate support automation needs into the wider technology roadmap.
- Partner with Support Operations and Training teams to ensure specialists understand and correctly interact with the automated systems.
Must haves
- 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.
Nice to have
- Experience with scripting languages (e.g., Python, JavaScript) for custom automation and integration projects.
- Prior work experience in Support and/or the Telecommunications/eSIM industry.
- Knowledge of GSMA-related technologies and services.
- Experience in vendor management for AI or automation platforms.
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