💼 About This Role

You'll own the AI and operations function within Customer Support at Lucanet, a leading CFO Solution Platform. Your work will drive measurable improvements in efficiency and customer satisfaction through AI-powered tooling and knowledge management. You'll lead a team and shape the future of support operations.

🎯 What You'll Do

• Lead and develop the AI Operations function within Customer Support
• Own and evolve AI, knowledge, and operations systems for customer care
• Design and optimize automated workflows and AI agents
• Define and track KPIs, analyze data, and implement process improvements

📋 Requirements

• 5+ years in Customer Support Operations, Support Technology, or similar
• 2+ years hands-on experience with AI-powered support tools
• 2+ years managing a knowledge base or help center
• Previous experience leading or mentoring others

✨ Nice to Have

• Experience with Forethought or Intercom
• Working knowledge of CRM platforms like Salesforce
• Understanding of APIs or technical integrations

🎁 Benefits & Perks

• 🚀 PE-backed growth and global reach
• 🌍 Remote-friendly across multiple countries
• 📚 Continuous learning and development culture

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 60 min