Head of Support Automation & AI

Timeweb is one of the largest Russian hosting and cloud-services platforms. We are at a key transformation point for our customer support and looking for a Head of Support Automation & AI to lead an AI-first transformation of the support function.

Responsibilities:

• Lead AI-first virtual-hosting customer-support model; decide which scenarios full-automate vs human-in-the-loop
• Manage ~80-person support team via team leads; own operational/customer metrics
• Improve quality and reliability of AI responses with the existing AI team and evaluation processes
• Analyze customer requests to find ways to reduce inbound volume; build product backlog