Oversee the performance and reliability of 1NCE’s automated first-line customer support platform.
Monitor the daily performance of the automated first-line AI support system.
Review operational dashboards, workflow execution logs, and ticket flows to ensure system stability and performance.
Identify workflow interruptions, failed automation steps, or abnormal behavior within the AI support system.
Ensure SLA adherence for automated support processes.
Manage operational incidents affecting automated support workflows.
Identify and resolve basic operational issues within AI-driven workflows.
Escalate technical problems to engineering or platform teams when required.
Ensure rapid recovery of automated support processes during incidents.
Manage complex or exceptional customer cases that cannot be resolved by automated workflows.
Monitor AI support response quality and resolution performance.
Identify improvement opportunities in automation workflows and operational processes.
Coordinate with internal teams such as Customer Support, Product, Platform Engineering, and AI operations teams.

Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related field. Equivalent professional experience may be considered.
3–5 years of experience in customer support operations, service operations, support quality monitoring, technical customer support environments
Experience working in digital customer support platforms or automated service environments is advantageous.
Ability to monitor operational dashboards, logs, and workflow monitoring tools
Understanding of ticketing and customer support platforms
Basic understanding of workflow automation systems
Familiarity with tools such as: Salesforce, Jira / Atlassian, customer support platforms, monitoring dashboards
Basic troubleshooting capability in operational systems
English (C1); Additional languages are advantageous (German, Spanish, Chinese, Japanese)

Further professional growth
Become part of our international team and an exciting environment that will revolutionize the telecommunication market for IoT
Dedicated, well-structured onboarding process and continuous team support to help you get up to speed quickly
Short decision-making paths and a lot of creative freedom
with us you can really get involved and help shape the future
A work environment defined by respect, close and informal communications among teams, departments, and management
Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results
Remote working with trusted working hours & laptop

AI Support Operations Supervisor

Key skills