Support AI Manager
Core
Lead the team building and monitoring AI-powered support bots for a life insurance platform, ensuring builds match specs and quality standards before customer release.
Role type
Senior IC Support AI Manager (Technical Leadership)
Builds
AI-driven voice, chat, and email support bots for life insurance consumers and agents
Domain
Insurtech / Customer Experience AI
Deliverable
production ML models | product features
Required skills
Team management, hands-on AI bot evaluation, process definition, cross-functional partnership, issue escalation, data-driven quality analysis
Preferred skills
Experience with support bot platforms (Forethought, Ada, Sierra, Decagon)
Technologies
ERDs, PRDs, UAT frameworks, bot performance metrics (deflection rate, CSAT, error rates)
Responsibilities
Manage and grow bot building and quality/monitoring teams; personally review bot builds against ERDs/PRDs; define testing cadence (UAT, regression, audits); own feedback loop between quality findings and roadmap; consolidate and escalate issues; partner with CX AI Product Manager; analyze bot performance metrics to drive improvements.
Seniority
Senior, hands-on IC
