Associate Manager CX, AI Support

ASSOCIATE CX MANAGER, AI SUPPORT

Hourly Rate: $30-$40

Duration: ASAP to Dec 31, 2026

Location: New Jersey

Associate Manager, Customer Experience, AI Support

We're looking for a Customer Experience Associate Manager to optimize our multi-channel support operations and ensure we're delivering world-class service to our digital subscription customers. The ideal candidate has 3-4 years of operational experience with expertise in intelligent automation.

This role requires experience a deep understanding of customer support tools and building workflows with precision. The Associate Manager must be a tenacious and analytical thinker, eager to dive into complex issues and drive impactful improvements in support delivery and customer satisfaction.

This position reports to the Director of Customer Experience.

What You'll Do

• Continuously update both the internal and customer-facing knowledge base and workflow documentation for the CX team.
• Identify and automate recurring workflows across our CX teams.
• Experiment with tools, build prototypes, test automations, and help us redesign how we can automate interactions across different channels - without sacrificing customer support quality.
• Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation
• Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity
• Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels
• Define and execute the roadmap for AI-powered support experiences, including chatbot, agent assist, and IVR
• Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery
• Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes
• Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals
• "Dogfood" Our Products: Proactively test and explore our digital products as a customer would. Surface UX or journey issues and collaborate with product teams to address them.
• Note: All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.

Job Requirements

• 3 years of experience training and managing customer support agents in a digital business
• Proven ability to help teams and individuals prioritize tasks in a dynamic environment
• 1-2 year experience working with 0assistant/chatbot tools, including content design and conversational flow building
• Excellent written and verbal communication skills
• Strong organizational and time-management skills
• Analytical mindset with attention to detail and a bias toward action
• Curious and adaptable, with a willingness to explore and test new technologies
• Passionate about solving customer problems and improving CX operations
• Hybrid work model with at least three days per week in Englewood Cliffs, NJ

Preferred Skills

• Experience in a digital subscription or membership-based business
• Familiarity with Kustomer (or similar support platforms)
• Experience using Piano, Braintree, or similar billing/payment systems
• Previous experience managing offshore support teams
• Experience working in a startup or early-stage team environment

Please reach out to George Brown on the attached details to discuss this role further.