Sr Lead, AI & Automation - Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Lead, AI & Automation - Customer Support based in Canada. This is a hands-on leadership role at the intersection of AI, automation, customer support, and knowledge management. You’ll design and launch intelligent agents that remove repetitive work and help support teams focus on high-value customer relationships. The role combines technical building with team leadership, requiring you to move comfortably between AI tooling, support operations, and business strategy. You’ll own the quality and effectiveness of AI-assisted and self-service experiences, from knowledge foundations to customer-facing answers. You’ll work closely with AI, Product, Support, and other cross-functional teams to identify friction, prioritize opportunities, and turn ideas into production-ready solutions. Success will be measured through improvements in accuracy, customer satisfaction, efficiency, retention, and conversion. This is an opportunity to shape how a high-growth SaaS organization uses AI to create a faster, smarter, and more human support experience. Design, build, and deploy AI agents and automation workflows that address specific friction points across customer support operations, taking ownership of their architecture and implementation. Continuously identify repetitive tasks, manual handoffs, slow processes, and other operational friction, translating these opportunities into a prioritized AI and automation roadmap. Monitor and improve the quality and performance of AI solutions in production, including accuracy, tone, resolution rates, and appropriate human escalation. Stay current with developments in LLMs, agent frameworks, semantic search, and emerging AI technologies to identify opportunities for practical application. Partner closely with AI and transformation teams to align on technical architecture, capabilities, priorities, and implementation feasibility. Work directly with frontline support stakeholders and subject matter experts to understand operational challenges, validate solutions, and ensure new tooling works effectively in real-world environments. Represent customer support requirements in broader AI initiatives and translate company-wide AI direction into practical opportunities for support operations. Own the knowledge base and internal documentation ecosystem, ensuring information remains accurate, structured, governed, and useful for both humans and AI systems. Establish content, taxonomy, and knowledge-management practices that improve discoverability, answer quality, and agent performance. Analyze support data and AI performance to identify knowledge gaps and coordinate improvements to documentation and content. Own the end-to-end self-service experience for customers and prospects across guides and AI-powered answer tools, maintaining a high standard for accuracy, tone, relevance, and resolution. Analyze customer and prospect queries, search behavior, and unresolved questions to identify recurring themes, product opportunities, and content gaps. Partner with Product and Product Marketing to ensure recurring customer questions inform product improvements, positioning, and communication strategies. Lead a small team of knowledge and AI enablement specialists, setting priorities, coaching team members, conducting 1:1s, and developing their technical and professional capabilities. Establish and monitor performance metrics covering AI-assisted and self-service experiences, including accuracy, CSAT, deflection, handle time, and time saved. Track broader business outcomes such as retention and conversion to demonstrate the impact of AI and automation beyond support efficiency. Present performance insights, investment recommendations, and the AI/automation roadmap to leadership on a regular basis. Requirements 5+ years of experience in AI and automation implementation, support enablement, knowl