Customer Support Lead
Pubblicato il 22-09-2026 - Jobgether in Firenze
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Lead based in Italy. As Customer Support Lead, you will lead and scale a global customer support function in a fully remote, technology-driven environment. You will oversee both AI-powered and human support operations while ensuring high-quality, timely, and safe resolutions for users. The role combines people leadership, technical troubleshooting, support operations, and AI-enabled service innovation. You will establish service standards, improve workflows and knowledge systems, and use support data to drive measurable operational improvements. Working closely with Product, Engineering, Operations, and AI teams, you will turn customer insights and support issues into actionable improvements. This is an opportunity to shape a modern, scalable support organization at the intersection of customer experience, technology, and emerging digital products.
Accountabilities
- Lead, coach, develop, and grow the customer support team,
including performance management, hiring, and training.
- Oversee day-to-day support operations across AI and human channels, ensuring timely, accurate, and high-quality issue resolution.
- Manage complex and escalated cases, particularly those involving technical product issues.
- Build scalable support processes, workflows, escalation policies, and knowledge management systems.
- Maintain accurate and consistent support guidance across AI and human channels.
- Track key performance indicators including SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue.
- Monitor AI-generated responses for quality, accuracy, safety, and recurring failure patterns.
- Continuously improve AI support, automation, agent assistance, and self-service by reviewing conversations and unresolved cases.
- Translate support findings into knowledge updates,