, Ohio
Job description
Agent Lead
Remote
$175,000 – $210,000
The Agent Lead will manage the daily operations of the support team, providing coaching and mentoring to agents, while ensuring the effective and high-quality resolution of customer inquiries. This position merges direct customer support with leadership duties, making it an excellent fit for someone who thrives on problem-solving and fostering the growth of others.
Agent Lead Responsibilities:
- Frontend/UX for AI: Collaborate with design teams to create conversational interfaces, chat user interfaces, and integrate AI assistants within applications.
- APIs & Integrations: Facilitate connections between agents and external APIs, CRMs, ERPs, and in-house product APIs to streamline workflows.
- Safety & Guardrails: Incorporate moderation and safety mechanisms (such as OpenAI Moderation and Llama Guard) to ensure safe, compliant, and brand-consistent outputs.
- Experimentation & A/B Testing: Conduct experiments to assess the influence of agents on engagement, support redirection, upselling, and customer satisfaction.
Agent Lead Requirements:
- High School Diploma or GED required; an Associate’s or Bachelor’s Degree in a relevant field is preferred.
- At least 6 years of experience in product engineering, applied AI, or similar positions.
- Demonstrable success in developing customer-facing AI agents or conversational interfaces.
- Expertise in prompt engineering and evaluation methodologies.
- Experience with multi-agent coordination and workflow architecture.
- Skilled in integrating agents with various APIs, CRMs, or enterprise applications.
- Knowledge of AI safety protocols, moderation, and guardrail standards.
- Strong ability to communicate cross-functionally with a keen product perspective.
