Customer Service Lead, Platforms & AI Enablement
Vuori•Carlsbad, CA
•Onsite
About The Position
This role is responsible for making AI work reliably and at scale inside our Customer Support Team. It combines prompt engineering, data hygiene, AI behavior governance, and platform ownership. This role is also responsible for maintaining all CS Platforms and providing support to the end users of these platforms. This role is both strategic and hands-on. You will partner closely with the Sr. Manager, Customer Service Technology & Product as well as other cross-functional teams within Vuori.
Requirements
- 5+ years in Customer Support Technology, CX Operations, Support Systems, or similar roles
- Hands-on experience supporting and administering CS platforms (Kustomer strongly preferred)
- Experience supporting internal users and resolving platform issues
- Experience working with AI-driven tools, automations, or conversational AI systems
- Strong problem-solving skills and systems-thinking mindset
- Ability to balance reactive support with proactive platform improvement
Responsibilities
- Maintain and support all Customer Service platforms
- Act as the primary point of contact for end users of those platforms
- Own how AI agents are prompted, trained, governed, and measured
- Ensure the underlying data powering AI and workflows is accurate, structured, and scalable
- Monitor Performance & Suggest Optimizations of CS platforms and AI Agent performance
- Additional duties & support
Benefits
- Health Insurance
- Savings and Retirement Plan
- Employee Assistance Program
- Generous Vuori Discount & Industry Perks
- Paid Time Off
- Wellness & Fitness benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
