Customer Support Automation & Operations Lead

About the role

AirAdvisor, a travel and legal technology startup that helps air passengers get compensation for flight disruptions, is hiring a Customer Support Automation Lead. You will lead a micro-team of 3-4 remote support specialists handling chat and email inquiries, while also owning the implementation and continuous improvement of virtual agent and chatbot tools. The role is 100% remote, full-time (40 hours per week) and pays $1,400 to $2,000 USD gross per month depending on experience and technical skills.

Key responsibilities

• Set up, configure and optimise virtual agents and AI-assisted self-service tools, including knowledge bases, decision trees and conversational flows, and monitor performance and handoffs to human agents.
• Integrate chatbots with CRM and backend systems and adopt AI tools such as sentiment analysis and AI ticket routing.
• Maintain and optimise internal and external knowledge bases used by AI tools.
• Identify manual bottlenecks in the support queue and build automated workflows to remove repetitive tasks.
• Track performance metrics such as response time, resolution time, customer satisfaction and escalations.
• Build lightweight automated pipelines using webhooks, APIs or tools such as Zapier and Make.
• Develop support policies, training and documentation for human and AI support, and work with legal, operations and product teams.
• Lead, coach and motivate a remote team of 3-5 members, and handle escalated or complex cases yourself (about 70% of the role).

Required profile

• Proven experience with modern helpdesk platforms (Zendesk, Intercom, Gorgias) and AI customer service tools and workflow automation.
• Experience setting up and managing virtual agents and chatbots, and auditing bot intent logs and refining fallbacks.
• Experience mentoring or managing a small group of digital support specialists.
• Strong written and verbal English; additional European languages are a plus.
• Experience in legal-tech, travel, claims or a related field is preferred.
• Comfortable writing professional communications with clients, airlines and lawyers, and using generative AI tools with effective prompting.
• Self-directed and able to work independently in a fully remote setup.

Required skills

• Helpdesk platforms: Zendesk, Intercom, Gorgias
• Workflow automation and integrations: Zapier, Make
• CRM and support tools: Zoho, Jira
• Generative AI tools such as ChatGPT, Claude, Gemini

What we offer

• Strictly local daytime hours (8 hours daily, Monday to Friday), no night shifts, weekends off.
• Paid vacation days and paid Albanian bank holidays.
• Up to 10 days of paid sick leave per year.
• Service agreement as an independent contractor with a long-term cooperation approach.