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Customer Experience & AI Automation Lead
·Israel
Not specifiedFull-timeProduct ManagementTechnology
Join a company building an AI browser to make everyday browsing simpler and faster. As the Customer Experience & AI Automation Lead, you will build the customer experience function from scratch, designing AI systems to resolve most requests automatically and owning operations end-to-end. You will collaborate with Product, Engineering, and Marketing to turn customer conversations into product improvements, stronger retention, and growth.
Responsibilities
- Design and continuously improve AI agents and workflows to resolve the majority of customer requests, including onboarding, billing, and product questions.
- Own customer operations end-to-end, including tooling, workflows, quality, SLAs, and key metrics, while continuously improving efficiency, satisfaction, retention, and revenue.
- Act as the voice of the customer by turning recurring conversations into product improvements, better self-service, and clearer messaging.
Requirements
- Proven experience building AI-driven production workflows and automations, with comfort configuring platforms like Intercom and collaborating with engineers.
- Background in owning or running customer support or experience for a B2C product at scale, with deep understanding of operational metrics.
- Strong systems thinking to identify patterns, root causes, and build scalable solutions.
- Excellent written communication skills, with the ability to simplify complex concepts from the customer's perspective.
- High ownership and comfort in fast-moving, ambiguous environments, with a builder mindset.