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Amira Learning is hiring a Senior Manager, Support Operations to lead an AI-native customer support function. The role owns end-to-end frontline support across Tier 0 (AI chatbot) and Tier 1 (BPO partner team), treating every operational challenge as a data and code problem rather than a spreadsheet exercise.
Tier 0 Responsibilities: Continuously improve the customer-facing chatbot through prompt engineering, knowledge base curation, intent tuning, and escalation logic. Track and improve containment rate, deflection rate, and CSAT. Build diagnostic trees, agent flows, and fallback handling. Iterate weekly on chatbot performance.
Tier 1 Responsibilities: Own the day-to-day BPO partner relationship including agent performance management, QA calibration, and SLA accountability. Run operational rhythm (weekly syncs, monthly reviews, quarterly business reviews). Build agent-assist tooling using LLMs for response drafting, knowledge retrieval, ticket categorization, and escalation routing. Drive coaching and quality by analyzing 100% of tickets with AI, not sampling.
System Integrations: Build and maintain MCP connectors integrating AI tools into operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data. Personalize agent-assist responses with customer context from CRM and product data. Design integrations respecting FERPA and student data sensitivity.
Analytics & Improvement: Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns. Translate findings into concrete improvements: knowledge base updates, chatbot tuning, training topics, and product feedback. Build dashboards and reporting for company-wide visibility.
Compliance: Apply FERPA and COPPA rigor to every AI system. Own agent background-check and approval workflows for BPO personnel accessing student PII.
This is a builder's role requiring daily work in Claude, Cursor, Copilot, or equivalent for prompt writing, agent flows, and integration code. You'll read tickets and transcripts at scale with AI assistance, build agent-assist tooling, and work directly in Salesforce, Zendesk, and the chatbot platform.
Required: Demonstrated experience building and shipping AI-powered support tooling (agent-assist, LLM ticket analysis, chatbot improvements). Hands-on prompt writing for production systems. Experience integrating AI tools with operational systems via MCP, APIs, or equivalent. Background in customer support or CX (running queues, owning SLAs, vendor management, ticket analysis). Comfortable reading and writing code with AI assistance. Ability to have direct conversations with frustrated customers or district administrators.
