Support AI Manager

About the role

We're looking for a Support AI Manager to lead the team that builds and safeguards the quality of our AI-powered support bots. This role owns two connected functions: the bot building team (led day-to-day by a build Lead who designs ERDs and manages hands-on development) and the bot monitoring team (with functions including bot functionality audits, bug handling, quality control, and support).

What you'll do

• Manage and grow the bot building team and the bot quality/monitoring team, including coaching the build Lead as they grow into managing a focused
• Personally review bot builds and version deploys against approved ERDs and PRDs, catching spec drift, gaps, or quality issues before launch
• Define and own the testing cadence for the team — pre-launch UAT, regression testing, and frequency and scope of live bot audits
• Own the feedback loop between quality/monitoring findings and the roadmap
• Consolidate all feedback into a clear, structured format, ensuring all items are accurately tracked and escalated where appropriate

What you need

• 4–7 yrs of experience
• PRD writing
• Regression testing
• Any graduate