AI Project Team Leader, Customer Support

Description

We're looking for a team lead to own our AI chatbot and tech projects. You’ll manage the chatbot project coordinators who prompt engineer our AI bot and AI agents, guide roadmap and priorities, and lead improvements in our AI agents, autoflows, and performance. This role is a mix of project ownership, team management, and hands-on execution - focused on making our AI experience smarter and smoother for users and agents.

WHAT AM I GOING TO DO?

• Lead AI chatbot and tech projects through full lifecycle: discovery, delivery, and optimization
• Manage day-to-day tasks, sprints, and team priorities
• Work with CS director to define and improve autoflows, AI agent performance, and related processes
• Identify and lead process and AI improvement initiatives to meet customer and business needs
• Track KPIs, spot gaps, and drive data-based decisions
• Collaborate with product teams to enhance AI agents and automate processes
• Stay updated on AI and chatbot best practices
• Help team members grow by coaching, sharing knowledge, and creating opportunities to improve their skills and expertise
  
  

Requirements

• 1+ years as a team lead in tech projects, product ops, or support tech projects
• Strong experience with chatbot tools and prompt engineering to enhance AI chatbot responses (Experience with Forethought is a big plus)
• Manage AI projects, tools, and team delivery within Customer Care
• Strong analytical and problem-solving skills
• Detail-oriented and data-driven mindset
• Strong communicator with a bias for action and improvement
• Strong organizational and collaboration skills
• Hands-on as Admin with support tools (chatbots, AI tools, Zendesk, Salesforce, analytics tools, etc.)
  
  

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you.

EQUAL OPPORTUNITIES

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.