AI Support Operations Manager

15Five

6d•$98,000 - $115,000•Remote

About The Position

15Five is hiring an AI Support Operations Manager to operate the day-to-day systems behind its AI-native customer support model. The role owns the performance of the customer-facing AI agent, the Help Center knowledge layer that supports self-service and AI responses, and the feedback loop that turns incorrect or missing answers into published fixes. The position has defined areas of authority, documented runbooks, a shared intake queue, and a trained second for critical systems. The role owns AI-agent resolution quality, configuration and behavior tuning, escalation design, Help Center accuracy and AI readiness, Guru collections, content workflows, and support readiness for product releases. It investigates AI failures, identifies whether their causes lie in retrieval, content, or product truth, and routes issues to the appropriate owners. The role also maintains documentation, measurement baselines, and backup coverage to prevent single points of failure. This position works with R&D, leadership, support tier leads, and other partners while respecting their ownership areas. R&D owns AI knowledge-base architecture and in-product AI knowledge stores; leadership owns organization-wide AI strategy and internal AI consolidation; and support tier leads own ticketing administration and support workflows. New cross-team AI initiatives are prioritized with the role's manager. Success is measured through quality-adjusted AI automation, the speed and impact of knowledge-gap closure, escalation precision, system operability, and partner trust. The position is a remote, full-time role with a US annual base salary range of $98,000–$115,000. Total rewards include participation in an annual discretionary company bonus program, equity awards, and benefits and wellbeing offerings.

Requirements

3–5+ years of experience in support operations, CX operations, knowledge management, or conversational AI operations.
Hands-on ownership of a production AI agent; Intercom Fin is strongly preferred, and experience with Ada, Forethought, Decagon, or similar tools is relevant.
End-to-end ownership of customer-facing help content, including taxonomy, content verification workflows, structured authoring, and writing for AI retrieval.
Ability to hypothesize, test small, measure results, and scale successful experiments.
Comfort using AI-assisted workflows as a daily practice.
Strong analytical habits, including tracing incorrect AI answers through retrieval, content, and product behavior to identify root cause and documenting the analysis.
Direct, early, and appropriate communication of concerns; willingness to disagree openly, commit fully, and respect peers’ ownership areas.
Ability to build documented and repeatable systems and train a second person rather than creating dependencies.
Judgment about role scope, including checking in before significant adjacent work and surfacing risks to the manager as concise recommendations.

Nice To Haves

Production AI-agent experience with Intercom Fin is strongly preferred.
Experience with Ada, Forethought, Decagon, or a similar conversational AI platform is relevant.

Responsibilities

Own the customer-facing AI agent’s resolution quality, quality-gated deflection, topic configuration, prompt and behavior tuning, and escalation-to-human design.
Own the accuracy and AI readiness of Help Center content, including its taxonomy, article templates, AI-retrieval writing standards, Guru collections, drafting pipeline, and verify-and-publish workflow with Tier 1.
Structure, verify, and publish AI-drafted articles, ensuring all content meets the role’s quality bar before it enters the knowledge layer.
Triage AI-failure reports from the shared intake queue, trace failures to retrieval, content, or product-truth root causes, route product-truth gaps to their owners, and report gap-closure velocity.
Represent support in release planning and prepare Help Center articles, Fin topics, and frontline teams before product go-live.
Maintain runbooks, configuration documentation, measurement baselines, and trained backup coverage for each critical system.
Provide operational ground truth to leadership’s organization-wide AI strategy and internal AI consolidation decisions.
Coordinate with R&D, support tier leads, and other partners while staying within defined ownership boundaries and raising new cross-team initiatives with the manager for prioritization.
Check in before investing significant time in adjacent work, surface risks to the manager as crisp recommendations, and measure impact by outcomes shipped together with the team.

Benefits

Medical, dental, and vision coverage with a 15Five cost subsidy.
Employer-paid short-term disability, long-term disability, and term life insurance.
Family-planning support with enhanced medical plans and consultation programs.
Inclusive Benefits Stipend.
Access to mental health and wellness resources.
Flexible Time Off Program.
Generous paid leave for new parents.
Military leave.
Paid Company Holidays.
Sabbatical Program.
401(k) with 4% matching after 6 months.
Remote work.
Participation in an annual discretionary company bonus program.
Equity awards.