AI Support Operations Supervisor (all) at 1NCE

Milan, Lombardy, Italy -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI Support Operations, Incident Handling, Quality Assurance, Workflow Automation, SLA Adherence, Technical Troubleshooting, Customer Experience Management, Analytical Thinking, Problem Solving, Cross-functional Coordination, Salesforce, Jira

Industry

Telecommunications

Description

We are 1NCE 1NCE is a pioneering company at the forefront of transforming the IoT connectivity landscape. As a key player in the industry, we are on a mission to disrupt the telecommunications/ IoT landscape. With a focus on innovation, customer satisfaction, and industry leadership, 1NCE is set to change the game. Join our Sales Team and be a proactive part in providing the best possible customer experience! This role has 3 openings with one remote in the USA, one remote in Europe and one hybrid in Tokyo. Your team Your mission 1. Main Purpose of the Role The AI Support Operations Supervisor oversees the performance and reliability of 1NCE’s automated first-line customer support platform. As 1NCE transitions from a human-operated support model to an AI-driven, agentic support system, this role acts as the human supervision layer ensuring the automated workflows operate reliably, efficiently, and in line with service quality expectations. The role is responsible for monitoring AI support operations, managing edge cases, troubleshooting workflow issues, and ensuring continuous improvement of automated support processes. The AI Support Operations Supervisor ensures that automated support services meet service levels, quality standards, and customer experience objectives while coordinating with technical teams when deeper intervention is required. 2. Duties and Responsibilities AI Support Operations Monitoring Monitor the daily performance of the automated first-line AI support system. Review operational dashboards, workflow execution logs, and ticket flows to ensure system stability and performance. Identify workflow interruptions, failed automation steps, or abnormal behavior within the AI support system. Ensure SLA adherence for automated support processes. Incident Handling and Escalation Manage operational incidents affecting automated support workflows. Identify and resolve basic operational issues within AI-driven workflows. Escalate technical problems to engineering or platform teams when required. Ensure rapid recovery of automated support processes during incidents. Edge Case Handling Manage complex or exceptional customer cases that cannot be resolved by automated workflows. Ensure appropriate routing of such cases to second-level support teams. Provide feedback to improve the system’s handling of similar cases in the future. Quality Assurance and Performance Monitoring Monitor AI support response quality and resolution performance. Review automated support interactions to ensure they meet customer service standards. Identify recurring issues affecting resolution rates or customer satisfaction. Continuous Improvement of AI Support Operations Identify improvement opportunities in automation workflows and operational processes. Provide feedback to technical teams to optimize workflows, prompts, and knowledge base content. Support the continuous optimization of AI-driven support operations to increase resolution rates and operational efficiency. Operational Coordination Coordinate with internal teams such as Customer Support, Product, Platform Engineering, and AI operations teams. Contribute to the continuous improvement of support documentation and knowledge bases. Ensure operational transparency by reporting system performance and incidents. Your skills 3. Requirements Education Bachelor’s degree in Business Administration, Information Systems, Customer Experience Management, or a related field. Equivalent professional experience may be considered. Relevant Work Experience 3–5 years of experience in: Customer support operations Service operations Support quality monitoring Technical customer support environments Experience working in digital customer support platforms or automated service environments is advantageous. Technical Skills Ability to monitor operational dashboards, logs, and workflow monitoring tools Understanding of ticketing and customer support platforms Basic understanding of workflow automation systems Familiarity with tools such as: Salesforce Jira / Atlassian Customer support platforms Monitoring dashboards Basic troubleshooting capability in operational systems Engineering or coding skills are not required, but a technical affinity is beneficial/required. Language Skills English (C1) Additional languages are advantageous (German, Spanish, Chinese, Japanese) Soft Skills Strong analytical mindset Structured and methodical way of working Ability to identify operational issues quickly Strong problem-solving ability Proactive approach to improving operational processes Strong communication and coordination skills Ability to work in global, cross-functional teams Your tools Your gains Further professional growth - Become part of our international team and an exciting environment that will revolutionize the telecommunication market for IoT Dedicated, well-structured onboarding process and continuous team support to help you get up to speed quickly Short decision-making paths and a lot of creative freedom - with us you can really get involved and help shape the future A work environment defined by respect, close and informal communications among teams, departments, and management Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results Remote working with trusted working hours & laptop Your interview process Your contact Vladimir Kaiser In case of additional questions regarding the position: jobs@1nce.com About us Take your 1NCE in a lifetime opportunity ! 1NCE is set to change the IoT connectivity market forever. This requires courage, creativity and a unique team with special skills. Are you ready to join us in shaping the future of the IoT? 1NCE offers you unique career opportunities in one of the fastest growing markets in the world. At 1NCE, we are committed to providing equal employment opportunities to all individuals regardless of their race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We value diversity, inclusion, and equity, and believe that a diverse and inclusive workforce is a key driver of our success. We strive to create a workplace where everyone feels valued, respected, and empowered to bring their full, authentic selves to work. We are dedicated to providing a fair and equitable hiring process that ensures all candidates are evaluated based on their qualifications, skills, and experience without bias or discrimination. FOLLOW US LinkedIn Facebook X

Responsibilities

Oversee the performance and reliability of the automated first-line AI customer support platform. Monitor workflows, manage edge cases, and coordinate with technical teams to optimize AI-driven support processes.