Sr Lead, AI & Automation - Customer Support
JanePractice Management company
Canada$115,000 - $160,000Lead
TCV
Tidemark
JMI Equity
C100
Frontier Growth
Pender Growth Fund
Data & AI
About the role
TL;DR
Lead AI and automation initiatives for customer support, building agents and improving self-service.
- •Jane's Customer Success Operations team is the engine behind their celebrated support experiences, blending technology, people, and purpose to build systems and intelligence that enable their Support team to provide genuinely human and consistently delightful support to healthcare practitioners.
- •Key Responsibilities Design, build, and ship AI agents to solve specific friction points in customer team workflows.
- •Own the performance and quality of AI tooling in production, including accuracy, tone, and resolution rates.
- •Partner with AI Transformation and Support stakeholders to align on architecture, capabilities, and identify friction points.
- •Manage the knowledge base and internal documentation to ensure accuracy and governance for AI and human use.
- •Own the customer and prospect self-service experience, ensuring exceptional quality for answers provided by guides and AI tools.
- •Requirements 5+ years in AI/automation implementation, support enablement, or knowledge/content strategy, with hands-on agent or LLM tooling experience.
- •Comfortable being a builder, capable of constructing agents and automation workflows.
- •Experience mentoring or leading others, formally or informally.
- •Strong systems thinking and cross-functional collaboration skills.
- •Experience owning a self-service or customer content program.
Required skills
LangChainLLMsOpenAI APIAnthropic APIGemini APINLPPythonProduct ManagementMentoring
Nice-to-have skills
JavaScriptTypeScriptSQLReactNode.jsAWSGoogle CloudAzureDockerKubernetes
Domain expertise
healthtechproductivityai
Benefits & perks
Comprehensive benefits package
Tech stack
PythonJavaScriptTypeScriptSQLBashReactNode.jsDjangoFlaskFastAPISpringExpressRuby on Rails.NETASP.NETNestJSLaravelSymfonyGinEchoActixPhoenixMicroservicesPandasNumPySparkAirflowdbtTableauPower BI
