Customer Support Lead - AI & Virtual Agents
AirAdvisor
/job-details/11224
- **100% remote work**
- **Full-time, exclusive cooperation:**
40 hours weekly.
- **Channels:**
100% digital communication (chat and email only). No phone burnout.
- **Highly Competitive Pay:**
$1,400 to $2,000 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.**
**In your CV, please include at least a 2-sentence breakdown of the most complex AI bot or automated workflow you've engineered.**
**✈️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. Beyond managing people and processes, you will own the implementation and continuous improvement of our
**virtual agent/chatbot tools**
and help integrate the latest
**AI solutions**
into our customer support operations to scale efficiency and quality.
Our team is fully
**GDPR-trained**
to safeguard customer data, and we continuously invest in
**AI training and in adopting the latest technologies**
to ensure our support operations remain innovative, efficient, and compliant.
**What You Will Do**
- **Set up, configure, manage, and optimize virtual agents (chatbots, AI-assisted self-service tools):**
• Build and maintain knowledge bases, decision trees, and conversational flows.
• Monitor performance, tune responses, and ensure smooth handoffs to human agents.
• Integrate with CRM and backend systems, aligning tone and accuracy with brand voice.
- Drive the adoption of
**AI-driven support tools**
(automation, sentiment analysis, AI ticket routing, etc.) to enhance productivity.
- **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.
- **Process Optimization:**
Identify manual bottlenecks in the current support queue and architect automated workflows to eliminate repetitive tasks for agents.
- **Data & Performance Tracking:**
Oversee and track performance metrics, including response times, resolution times, customer satisfaction, and escalations.
- **No-Code Integrations:**
Build and maintain lightweight, cross-platform automated pipelines using webhooks, APIs, or integration tools (e.g., Zapier, Make) to connect our customer support 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:**
Develop and maintain support policies, training, and documentation for both human and AI support.
- **Collaborate cross-functionally**
with other teams (legal, operations, product) to resolve customer issues and feed insights into business improvements.
- **Team Leadership:**
Lead, coach, and motivate a remote customer support team (3-5 members) to deliver high-quality service.
- **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. You will handle escalated or complex customer cases with empathy and precision.
**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 experience in
**setting up and managing virtual agents/chatbots / AI-powered self-service tools**
.
- **Deep experience with AI tools**
(e.g., conversational AI platforms, generative AI assistants, workflow automation tools, AI-driven analytics). 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:**
Strong written and verbal communication skills in English; proficiency in additional European languages is a plus.
- Experience in legal-tech, travel, claims, or a related field is preferred.
- Skilled in CRM and support platforms (e.g., Zoho, Jira).
**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.
- **Practical experience using generative AI tools**
(e.g., ChatGPT, Claude, Gemini, or AI features in helpdesks such as Zendesk AI or Intercom Fin) and the ability to write effective prompts.
- **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.
- **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:**
$1,400 to $2,000 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.**
**In your CV, please include at least a 2-sentence breakdown of the most complex AI bot or automated workflow you've engineered.**
**✈️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. Beyond managing people and processes, you will own the implementation and continuous improvement of our
**virtual agent/chatbot tools**
and help integrate the latest
**AI solutions**
into our customer support operations to scale efficiency and quality.
Our team is fully
**GDPR-trained**
to safeguard customer data, and we continuously invest in
**AI training and in adopting the latest technologies**
to ensure our support operations remain innovative, efficient, and compliant.
**What You Will Do**
- **Set up, configure, manage, and optimize virtual agents (chatbots, AI-assisted self-service tools):**
• Build and maintain knowledge bases, decision trees, and conversational flows.
• Monitor performance, tune responses, and ensure smooth handoffs to human agents.
• Integrate with CRM and backend systems, aligning tone and accuracy with brand voice.
- Drive the adoption of
**AI-driven support tools**
(automation, sentiment analysis, AI ticket routing, etc.) to enhance productivity.
- **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.
- **Process Optimization:**
Identify manual bottlenecks in the current support queue and architect automated workflows to eliminate repetitive tasks for agents.
- **Data & Performance Tracking:**
Oversee and track performance metrics, including response times, resolution times, customer satisfaction, and escalations.
- **No-Code Integrations:**
Build and maintain lightweight, cross-platform automated pipelines using webhooks, APIs, or integration tools (e.g., Zapier, Make) to connect our customer support 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:**
Develop and maintain support policies, training, and documentation for both human and AI support.
- **Collaborate cross-functionally**
with other teams (legal, operations, product) to resolve customer issues and feed insights into business improvements.
- **Team Leadership:**
Lead, coach, and motivate a remote customer support team (3-5 members) to deliver high-quality service.
- **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. You will handle escalated or complex customer cases with empathy and precision.
**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 experience in
**setting up and managing virtual agents/chatbots / AI-powered self-service tools**
.
- **Deep experience with AI tools**
(e.g., conversational AI platforms, generative AI assistants, workflow automation tools, AI-driven analytics). 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:**
Strong written and verbal communication skills in English; proficiency in additional European languages is a plus.
- Experience in legal-tech, travel, claims, or a related field is preferred.
- Skilled in CRM and support platforms (e.g., Zoho, Jira).
**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.
- **Practical experience using generative AI tools**
(e.g., ChatGPT, Claude, Gemini, or AI features in helpdesks such as Zendesk AI or Intercom Fin) and the ability to write effective prompts.
- **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.
- **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.***
