The Role

At Lucanet, we’re transforming the way customer support is delivered — combining smart operations, high-quality knowledge management, and AI-powered tooling to create exceptional customer experiences at scale.

As Lead AI & Operations within Support, you will own and continuously develop the systems, processes, and AI capabilities that enable our Support teams to work efficiently and deliver brilliant service. You’ll lead the AI and operations function, coach and develop your team, and drive a culture of continuous improvement, innovation, and AI-first thinking.

What you'll do

• Lead and develop the AI & Operations function within Customer Support, setting clear goals, coaching team members, and managing performance.
• Own and evolve the AI, knowledge, and operations systems that power customer care, ensuring our agents and AI tools are accurate, effective, efficient, and up to date.
• Bridge strategy and execution across automation, tooling, and team capability to help Support deliver high-quality customer experiences at scale.
• Design, configure, and optimize automated workflows, AI agents, and conversation flows to improve resolution rates, agent efficiency, and customer satisfaction.
• Drive the continuous improvement cycle for AI and support operations, identifying opportunities to enhance processes, tools, and customer outcomes.
• Define and track key performance indicators, analyze data, and implement process improvements that create measurable business impact.
• Own and develop the support knowledge ecosystem, ensuring content is accurate, well-structured, governed effectively, and optimized for both self-service and AI use.
• Act as the AI and operations expert for Support, partnering closely with Product, Platform, and leadership teams to shape tooling decisions and embed best practices.
• Stay ahead of emerging AI, automation, and support technologies to continuously improve how we serve customers.

What you bring to the table

• 5+ years of experience in Customer Support Operations, Support Technology, AI Operations, Knowledge Management, or a similar role, ideally within a SaaS or technology environment.
• 2+ years of hands-on experience working with AI-powered support tools, AI agents, copilots, chatbots, or automated support workflows.
• 2+ years of experience managing or improving a knowledge base, help center, or customer self-service content ecosystem.
• Previous experience leading, mentoring, or coaching others, either as a people manager, team lead, or functional owner.
• Strong knowledge of conversation design, automation, and how to optimize AI interactions in a customer support environment.
• Experience with platforms such as Forethought, Intercom, or similar AI-powered support solutions.
• A strong understanding of how knowledge content needs to be structured, governed, and optimized so AI tools can use it effectively.
• The ability to identify knowledge gaps and create a clear strategy for improving content quality, accuracy, and usability.
• Strong operational and analytical skills, with the ability to translate data into clear actions and measurable improvements.
• Experience working with CRM or support platforms such as Salesforce would be beneficial.
• A working understanding of APIs or technical integrations would be an advantage.
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.
• Confidence partnering cross-functionally with Product, Platform, Support, and senior leadership teams.
• A coaching mindset and the ability to develop others, lead by example, and foster a culture of continuous improvement.
• A curious, AI-first mindset and genuine enthusiasm for improving support through technology, automation, and better knowledge management.

To be considered for this role, candidates must have the legal right to work in the country of employment.