Customer Support Automation & Operations Lead
AirAdvisor
/job-details/11197
- **100% remote work**
- **Full-time, exclusive cooperation:**
40 hours weekly
- **Channels:**
100% digital communication (chat and email only). No phone burnout.
- **Highly Competitive Pay:**
$1,200 to $1,600 USD gross monthly, dependent entirely on your experience and technical skills.
- **Contract type:**
Договор за услуги / Service Agreement
- **Unmatched Work-Life Balance:**
Strictly local daytime business hours (8 hours daily, Monday – Friday). No night shifts, no rotational schedules, and weekends off.
- **Paid vacation days:**
20-25, depending on years of experience
- **Paid holidays:**
All North Macedonian national holidays are fully paid and free of work.
- **Up to 10 days of paid sick leave in a year**
**✈️Ready for the Take-Off!?**
**About Us**
**AirAdvisor**
is a fast-growing
**TravelTech and LegalTech startup**
on a mission to ensure air travelers receive the compensation they are entitled to for
**flight disruptions,**
including
**delays, cancellations, missed connections,**
and other airline-related issues like
**overbooking, lost, or delayed luggage.**
We operate across the
**EU, the UK, the US, and beyond,**
with a clear mission to
**protect air passenger rights worldwide.**
- **Our Impact: 800,000+ claims processed for clients from 221 countries •**
**4.5-star rating based on 28,500+ reviews •**
Operating in
**21 languages.**
We are on a path to reach
**1 million served claims by the end of 2026.**
- **Current Business Model:**
B2C, commission-based.
**Soon launching:**
Annual subscription coverage product (AirAdvisor+) - insurance for flights and baggage disruptions caused by airlines' negligence.
**Exploring:**
new revenue streams and geographical markets.
- **Our Mission:**
Ensure air travelers receive the compensation they are entitled to for flight and baggage disruptions globally.
- **Why this matters:**
Airlines exploit passenger confusion about their rights. We are fixing that, one claim at a time.
- **Global Scale:**
International team spread across 18 countries. Fast-growing, ambitious, impact-driven.
**About the Role**
AirAdvisor is on a mission to ensure every air traveler receives the compensation they are entitled to for flight delays, cancellations, missed connections, and baggage disruptions. As we grow our global customer support operations, we are looking for a tech-savvy, hands-on
**Customer Support Automation Lead**
to oversee our growing digital support operations. In this role, you will lead a micro-team of 3–4 dedicated support specialists handling chat and email inquiries.
This is not a traditional, rigid call center job. We are looking for a modern leader who can
**optimize workflows, leverage AI tools to increase efficiency**
, and maintain a high-quality, empathetic support experience for our clients. You will split your time between
**direct customer interactions and coaching your team.**
**What You Will Do**
- **AI & Automation Architecture:**
Own the continuous design, training, and deployment of our AI support stack (e.g., AI chatbots, automated routing, auto-responders, and instant ticket-tagging).
- **Process Optimization:**
Identify manual bottlenecks in the current support queue and architect automated workflows to eliminate repetitive tasks for agents.
- **Knowledge & Bot Training:**
Maintain and optimize the internal and external knowledge bases that feed our AI tools, ensuring the AI maintains a seamless, accurate, and empathetic brand voice.
- **Data & Performance Tracking:**
Monitor key text-based metrics (FRT, ART, CSAT, and Bot Deflection Rates) to measure the tangible success of your automated workflows.
- **No-Code Integrations:**
Build and maintain lightweight, cross-platform automated pipelines using webhooks, APIs, or integration tools (e.g., Zapier, Make) to connect our helpdesk with internal CRMs or databases.
- **Data & Knowledge Engineering:**
Architect and update the single source of truth, structuring internal and external knowledge bases so they are highly searchable for human agents and perfectly optimized for semantic search by AI bots.
- **Quality Assurance:**
Review ticket threads and chat transcripts to ensure the team maintains our brand voice, accuracy, and quick response times.
- **Team Leadership:**
Manage, mentor, and monitor a small, tight-knit team of 3–4 chat and email support agents.
- **Hands-on Support:**
70% of your role will be a hands-on customer service delivery, so you must be ready to roll up your sleeves and work hand in hand with your team.
**What We Are Looking For**
- **Tech & AI Savvy:**
Proven experience working with modern helpdesk platforms (e.g., Zendesk, Intercom, Gorgias) alongside
**AI customer service tools and workflow automation**
(e.g., setting up AI chatbots, macros, or automated triggers).
- **Proven Automation Track Record:**
Verifiable experience architecting support workflows, building logic gates, and setting up automated ticket lifecycles from scratch.
- **Hands-on AI Implementation Experience:**
Direct experience training or optimizing AI-driven customer service tools (such as Intercom Fin, Zendesk Advanced AI, or similar LLM-driven support bots). You know how to audit bot intent logs and refine automated fallbacks. You should understand how to optimize AI behavior through clean knowledge-base structuring and intent training.
- **Systems Thinker:**
Proficiency with modern customer operations toolsets (e.g., Zendesk, Intercom, Gorgias) alongside middleware/integration platforms.
- You know how to drive
**high customer satisfaction (CSAT)**
entirely through written channels.
- **Analytical Problem Solver:**
You don't just notice a problem; you naturally map out a technical, automated solution to fix it permanently.
- **Foundational Leadership:**
Experience mentoring or managing a small pod of digital support specialists, with a knack for translating complex technical workflows into simple team SOPs.
- **Language Skills:**
Fluent English.
**Who You Are**
We are looking for someone who is detail-oriented, self-directed, and genuinely motivated by helping people navigate complex situations. Prior experience in a claims, legal, insurance, or customer-facing
operations
role is highly valued.
- **Client Interaction Experience:**
You are comfortable managing professional written communication with clients, airlines, lawyers, and external partners, keeping all parties informed and on track throughout a case.
- **Regulatory Awareness:**
Knowledge of air passenger rights regulations: EU 261/2004, UK261, or the Montreal Convention is a strong advantage. If you are not there yet, a clear willingness to learn it quickly is essential.
- **Attention to Detail:**
You catch errors before they become problems. Strong organizational skills, deadline awareness, and a methodical approach to casework are non-negotiable.
- **Tech-Comfortable:**
You are at ease working with digital tools: case management platforms, email tools, and airline portals. Full training on our proprietary claims system is provided from day one. AI agents to improve your work quality and speed, such as Claude, are highly desired.
- **Fluent English (written and spoken):**
Required for all clients, partners, and authorities.
- **Additional European Languages:**
Proficiency in other European languages gives you a strong competitive advantage in our multilingual claims environment and increases the range of markets you can support.
- **Remote-Ready and Self-Directed:**
You are comfortable managing your workday independently in a fully remote setup, using structured time-tracking tools to stay organized and accountable.
- **Resilient and Adaptable:**
You thrive in a dynamic environment, can manage a varied caseload without losing quality, and stay composed when cases get complex or timelines get tight.
- **Interest in Aviation, Travel, or Passenger Rights:**
Genuine curiosity about the aviation industry and air passenger rights will help you grow quickly and find real meaning in the work.
**Would you be ready to apply?**
If you meet these key requirements and are ready to contribute to a truly impactful mission, please apply and invest in your further growth.
*If you would like to be among the first to know about our new job openings, company news and updates, new services, and rankings related to airports, airlines, and the aviation industry, please*
***follow our LinkedIn company page and our social media profiles.***
- **Full-time, exclusive cooperation:**
40 hours weekly
- **Channels:**
100% digital communication (chat and email only). No phone burnout.
- **Highly Competitive Pay:**
$1,200 to $1,600 USD gross monthly, dependent entirely on your experience and technical skills.
- **Contract type:**
Договор за услуги / Service Agreement
- **Unmatched Work-Life Balance:**
Strictly local daytime business hours (8 hours daily, Monday – Friday). No night shifts, no rotational schedules, and weekends off.
- **Paid vacation days:**
20-25, depending on years of experience
- **Paid holidays:**
All North Macedonian national holidays are fully paid and free of work.
- **Up to 10 days of paid sick leave in a year**
**✈️Ready for the Take-Off!?**
**About Us**
**AirAdvisor**
is a fast-growing
**TravelTech and LegalTech startup**
on a mission to ensure air travelers receive the compensation they are entitled to for
**flight disruptions,**
including
**delays, cancellations, missed connections,**
and other airline-related issues like
**overbooking, lost, or delayed luggage.**
We operate across the
**EU, the UK, the US, and beyond,**
with a clear mission to
**protect air passenger rights worldwide.**
- **Our Impact: 800,000+ claims processed for clients from 221 countries •**
**4.5-star rating based on 28,500+ reviews •**
Operating in
**21 languages.**
We are on a path to reach
**1 million served claims by the end of 2026.**
- **Current Business Model:**
B2C, commission-based.
**Soon launching:**
Annual subscription coverage product (AirAdvisor+) - insurance for flights and baggage disruptions caused by airlines' negligence.
**Exploring:**
new revenue streams and geographical markets.
- **Our Mission:**
Ensure air travelers receive the compensation they are entitled to for flight and baggage disruptions globally.
- **Why this matters:**
Airlines exploit passenger confusion about their rights. We are fixing that, one claim at a time.
- **Global Scale:**
International team spread across 18 countries. Fast-growing, ambitious, impact-driven.
**About the Role**
AirAdvisor is on a mission to ensure every air traveler receives the compensation they are entitled to for flight delays, cancellations, missed connections, and baggage disruptions. As we grow our global customer support operations, we are looking for a tech-savvy, hands-on
**Customer Support Automation Lead**
to oversee our growing digital support operations. In this role, you will lead a micro-team of 3–4 dedicated support specialists handling chat and email inquiries.
This is not a traditional, rigid call center job. We are looking for a modern leader who can
**optimize workflows, leverage AI tools to increase efficiency**
, and maintain a high-quality, empathetic support experience for our clients. You will split your time between
**direct customer interactions and coaching your team.**
**What You Will Do**
- **AI & Automation Architecture:**
Own the continuous design, training, and deployment of our AI support stack (e.g., AI chatbots, automated routing, auto-responders, and instant ticket-tagging).
- **Process Optimization:**
Identify manual bottlenecks in the current support queue and architect automated workflows to eliminate repetitive tasks for agents.
- **Knowledge & Bot Training:**
Maintain and optimize the internal and external knowledge bases that feed our AI tools, ensuring the AI maintains a seamless, accurate, and empathetic brand voice.
- **Data & Performance Tracking:**
Monitor key text-based metrics (FRT, ART, CSAT, and Bot Deflection Rates) to measure the tangible success of your automated workflows.
- **No-Code Integrations:**
Build and maintain lightweight, cross-platform automated pipelines using webhooks, APIs, or integration tools (e.g., Zapier, Make) to connect our helpdesk with internal CRMs or databases.
- **Data & Knowledge Engineering:**
Architect and update the single source of truth, structuring internal and external knowledge bases so they are highly searchable for human agents and perfectly optimized for semantic search by AI bots.
- **Quality Assurance:**
Review ticket threads and chat transcripts to ensure the team maintains our brand voice, accuracy, and quick response times.
- **Team Leadership:**
Manage, mentor, and monitor a small, tight-knit team of 3–4 chat and email support agents.
- **Hands-on Support:**
70% of your role will be a hands-on customer service delivery, so you must be ready to roll up your sleeves and work hand in hand with your team.
**What We Are Looking For**
- **Tech & AI Savvy:**
Proven experience working with modern helpdesk platforms (e.g., Zendesk, Intercom, Gorgias) alongside
**AI customer service tools and workflow automation**
(e.g., setting up AI chatbots, macros, or automated triggers).
- **Proven Automation Track Record:**
Verifiable experience architecting support workflows, building logic gates, and setting up automated ticket lifecycles from scratch.
- **Hands-on AI Implementation Experience:**
Direct experience training or optimizing AI-driven customer service tools (such as Intercom Fin, Zendesk Advanced AI, or similar LLM-driven support bots). You know how to audit bot intent logs and refine automated fallbacks. You should understand how to optimize AI behavior through clean knowledge-base structuring and intent training.
- **Systems Thinker:**
Proficiency with modern customer operations toolsets (e.g., Zendesk, Intercom, Gorgias) alongside middleware/integration platforms.
- You know how to drive
**high customer satisfaction (CSAT)**
entirely through written channels.
- **Analytical Problem Solver:**
You don't just notice a problem; you naturally map out a technical, automated solution to fix it permanently.
- **Foundational Leadership:**
Experience mentoring or managing a small pod of digital support specialists, with a knack for translating complex technical workflows into simple team SOPs.
- **Language Skills:**
Fluent English.
**Who You Are**
We are looking for someone who is detail-oriented, self-directed, and genuinely motivated by helping people navigate complex situations. Prior experience in a claims, legal, insurance, or customer-facing
operations
role is highly valued.
- **Client Interaction Experience:**
You are comfortable managing professional written communication with clients, airlines, lawyers, and external partners, keeping all parties informed and on track throughout a case.
- **Regulatory Awareness:**
Knowledge of air passenger rights regulations: EU 261/2004, UK261, or the Montreal Convention is a strong advantage. If you are not there yet, a clear willingness to learn it quickly is essential.
- **Attention to Detail:**
You catch errors before they become problems. Strong organizational skills, deadline awareness, and a methodical approach to casework are non-negotiable.
- **Tech-Comfortable:**
You are at ease working with digital tools: case management platforms, email tools, and airline portals. Full training on our proprietary claims system is provided from day one. AI agents to improve your work quality and speed, such as Claude, are highly desired.
- **Fluent English (written and spoken):**
Required for all clients, partners, and authorities.
- **Additional European Languages:**
Proficiency in other European languages gives you a strong competitive advantage in our multilingual claims environment and increases the range of markets you can support.
- **Remote-Ready and Self-Directed:**
You are comfortable managing your workday independently in a fully remote setup, using structured time-tracking tools to stay organized and accountable.
- **Resilient and Adaptable:**
You thrive in a dynamic environment, can manage a varied caseload without losing quality, and stay composed when cases get complex or timelines get tight.
- **Interest in Aviation, Travel, or Passenger Rights:**
Genuine curiosity about the aviation industry and air passenger rights will help you grow quickly and find real meaning in the work.
**Would you be ready to apply?**
If you meet these key requirements and are ready to contribute to a truly impactful mission, please apply and invest in your further growth.
*If you would like to be among the first to know about our new job openings, company news and updates, new services, and rankings related to airports, airlines, and the aviation industry, please*
***follow our LinkedIn company page and our social media profiles.***
