Technical Lead, Customer Service AI

TITLE: Technical Lead, Customer Service AI ANTICIPATION DURATON: 12 MonthsLOCATION: Atlanta, GAJob SummaryWe are seeking an innovative and experienced individual for the hybrid role of Technical Lead, Customer Service AI. This position is perfect for a candidate with a strong foundation in customer support excellence who is also passionate about leveraging cutting-edge AI technologies to redefine the customer experience. The ideal candidate will not only be a leader and mentor within the customer service team but will also serve as the technical architect for our AI initiatives. You will be responsible for identifying automation opportunities, building and refining AI-powered workflows, and championing the adoption of new AI tools, including Vercel's v0, to enhance our team's efficiency and impact.Key ResponsibilitiesAI & Automation Development:Build and maintain sophisticated automated workflows and Agent Operating Procedures (AOPs) using low-code platforms to streamline and optimize core customer service processes.Utilize advanced prompt engineering techniques to develop and refine AI models for applications such as predictive case analysis, automated responses, and sentiment analysis.Act as the primary technical expert in the development, testing, and maintenance of our foundational AI assets and playbooks.Leverage Vercel (v0) and other modern tools to rapidly prototype and deploy AI-driven solutions and interfaces for the customer service team.AI Implementation Leadership:Lead the end-to-end implementation of third-party AI solutions, serving as the main technical point of contact for vendors and internal stakeholders.Help define clear project requirements, manage implementation timelines, and ensure the seamless integration and successful rollout of new AI platforms within the customer service team.Develop comprehensive documentation, training materials, and internal playbooks to empower the CS team to effectively utilize new AI tools and workflows.Establish and monitor internal testing protocols and key performance indicators (KPIs) to measure the success and ROI of AI implementations.Customer Service Excellence & Team Operations:Serve as the senior escalation point for the most complex customer issues, demonstrating deep product knowledge and a commitment to empathetic problem-solving.Mentor and guide customer service team members, fostering a culture of continuous improvement and professional growth.Analyze team performance metrics (KPIs, SLAs) to identify trends, pinpoint areas for improvement, and implement data-driven solutions.Master and document best practices in customer communication, creating playbooks that ensure a consistently high standard of service.Cross-Functional Collaboration:Partner closely with Product, Engineering, and Salesforce teams to translate unstructured customer feedback into actionable, data-backed insights that drive strategic product enhancements.Champion the voice of the customer and the customer service team in all technical discussions, ensuring their needs are central to the development of new technologies.Required Qualifications:Proven experience in a senior or lead role within a customer service or technical support environment.Hands-on experience with prompt engineering and a strong understanding of how to effectively interact with and guide Large Language Models (LLMs). Demonstrated expertise in building and managing complex automated workflows using low-code/no-code tools (e.g., n8n, Zapier, or similar).Experience leading the implementation of new software or technology projects from conception to completion.Exceptional analytical, problem-solving, and communication skills, with the ability to translate technical concepts for non-technical audiences.Excellent writing skills with experience creating documentation, training materials, or customer-facing communication.Hands-on experience working with APIs and support platforms like Salesforce, or similar.Nice to Have:Direct experience with Vercel's v0 for front-end development or prototyping.Working with AI Agent software such as Decagon.Proficiency with CRM platforms, particularly Salesforce.Experience with customer feedback and survey tools.A strong passion for emerging AI technologies and a clear vision for their application in revolutionizing customer service.The hourly pay rate range for this position is $30.00 to $40.00 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.For immediate consideration, please forward your resume to kcorbin@synergishr.comIf you require assistance or an accommodation in the application or employment process, please contact us at kcorbin@synergishr.com.Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.