Senior Automation and AI Manager

As the <b>Senior Automation and AI Manager</b>, you will be the driving force behind Airalo Support’s efficiency and digital transformation. This is a critical strategic role focused on leveraging <b>AI and automation tools</b> 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 <b>Zendesk</b> to continuously improving our <b>AI chatbot performance</b> (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. <h3>Responsibilities include but aren't limited to</h3> <ul> <li>Design and implement a clear, data-driven roadmap for support automation, identifying high-impact opportunities across the customer journey.</li><li>Architect, deploy, and maintain all support automation workflows, triggers, macros, and integrations, primarily in Zendesk and other integrated tools.</li><li>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.</li><li>Establish and enforce best practices for the creation, testing, and deployment of automation to ensure scalability, reliability, and minimal disruption to the Support Team.</li><li>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.</li><li>Utilize advanced analytics to measure the impact of existing automations and AI, providing leadership with regular reports and actionable insights for further optimization.</li><li>Perform deep-dive analysis on support data to identify recurring pain points that can be solved through new automation or improved AI training.</li><li>Serve as the Subject Matter Expert for the Support Team on all automation and AI capabilities.</li><li>Collaborate closely with Product, Engineering, and Data teams to integrate support automation needs into the wider technology roadmap.</li><li>Partner with Support Operations and Training teams to ensure specialists understand and correctly interact with the automated systems.</li></ul> <h3>Must haves</h3> <ul> <li>5+ years of experience in Customer Support Operations, Technical Support, or a related field, including at least 2 years focused on automation and AI.</li><li>Deep, hands-on expertise administering Zendesk (or similar enterprise help desk platform), including setting up advanced triggers, routing methods, APIs, webhooks, and custom apps.</li><li>Proven experience working with and improving customer-facing conversational AI/chatbots in a support environment with clear focus on Customer Experience.</li><li>Strong ability to analyze large datasets, interpret complex support metrics, and translate data insights into actionable automation strategies.</li><li>Demonstrated ability to design, document, and implement technical workflows that enhance operational efficiency and the agent experience.</li><li>Excellent communication skills; able to clearly articulate complex technical concepts and business impacts to both technical and non-technical stakeholders.</li></ul> <h3>Nice to have</h3> <ul> <li>Experience with scripting languages (e.g., Python, JavaScript) for custom automation and integration projects.</li><li>Prior work experience in Support and/or the Telecommunications/eSIM industry.</li><li>Knowledge of GSMA-related technologies and services.</li><li>Experience in vendor management for AI or automation platforms.</li></ul>