Job description for Customer Support & AI Operations Lead at Algonova
Customer Support Leader — AI Improvement (Remote)
Join Algonova and Help Build Smarter Customer Operations with AI 🚀
We are building a fast-moving and impact-driven education company focused on helping students grow through technology, operational excellence, and continuous innovation.
We’re looking for a proactive and people-oriented Customer Support Leader — AI Improvement to lead customer support operations while driving operational efficiency through AI and automation initiatives.
This role is perfect for someone who enjoys solving operational problems, improving team performance, optimizing workflows, and exploring how AI can enhance customer support quality and productivity.
Benefits
💰 Salary: Up to IDR 12,000,000 / Month
🌍 Fully Remote
📈 High ownership & fast-growth environment
🤖 Opportunity to work closely with AI-driven operations and automation projects
What You’ll Do
Lead and monitor daily customer support operations.
Review team performance, chat quality, response handling, and escalation flow.
Coach and support team members to improve service quality and operational discipline.
Improve SOPs, scripts, templates, reporting, and operational workflows.
Identify repetitive operational tasks and propose AI/automation improvements.
Collaborate with internal teams to improve customer experience and operational efficiency.
Support implementation of AI tools and automation initiatives for CS operations.
Requirements
Must-Have
Minimum 6 months of experience leading operational teams/projects or customer support teams.
Strong operational mindset and leadership capability.
Understanding of:
- SLA & response time
- Resolution handling
- Escalation flow
- Service quality control
- Customer handling
Experience reviewing chat/call quality and giving feedback/coaching.
Hands-on experience using CRM systems.
Able to identify operational inefficiencies and improvement opportunities.
English proficiency minimum B1.
Nice-to-Have
Experience using AI tools for customer support or operations.
Familiar with automation tools such as:
- Make
- Zapier
- n8n
- Chatbot tools
- WhatsApp automation
- CRM automation
Experience building/supporting:
- FAQ automation
- Ticket categorization
- Reply suggestions
- QA checking
- Reporting automation
- Chatbot flows
Familiar with Google Sheets automation or workflow automation.
Core Traits We Value
Ownership & Accountability
Problem Solving & Decision Making
Communication & Clarity
People Leadership & Empathy
Resilience & Adaptability
Bias for Action & Initiative
AI Mindset & Curiosity
If you’re excited about combining operations, leadership, and AI improvement to build better customer experiences — we’d love to hear from you.
