AI Project Team Leader, Customer Support

We're looking for a team lead to own our AI chatbot and tech projects. You’ll manage the chatbot project coordinators, 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.

Requirements:

1+ years leading projects and teams in tech, product ops, or support tech
Strong experience with chatbot tools and prompt optimization (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 with support 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.

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

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.