Customer Support Supervisor - AI & Virtual Agent Experience

About the Position

Join AirAdvisor as a Customer Support Supervisor with AI & Virtual Agent Experience. Lead, develop, and optimize our support team remotely from anywhere in the world.

Responsibilities

• Lead, coach, and motivate a remote customer support team to deliver high-quality service.
• Oversee and track performance metrics such as response times, resolution times, customer satisfaction, and escalations.
• Handle escalated or complex customer cases with empathy and precision.
• Setup, configure, manage, and optimize virtual agents (chatbots, AI-assisted self-service tools):
  • Build and maintain knowledge bases, decision trees, and conversational flows.
  • Monitor performance, tune responses, and ensure smooth handoffs to human agents.
  • Integrate with CRM and backend systems, aligning tone and accuracy with brand voice.
• Drive the adoption of AI-driven support tools (automation, sentiment analysis, AI ticket routing, etc.) to enhance productivity.
• Collaborate cross-functionally with other teams (legal, operations, product) to resolve customer issues and feed insights into business improvements.
• Develop and maintain support policies, training, and documentation for both human and AI support.

Requirements

• 3+ years in customer support, with at least 1 year in a supervisory/leadership role.
• Proven experience in setting up and managing virtual agents/chatbots / AI-powered self-service tools.
• Deep experience with AI tools (e.g., conversational AI platforms, generative AI assistants, workflow automation tools, AI-driven analytics).
• Strong written and verbal communication skills in English; additional European languages are a plus.
• Skilled in CRM and support platforms (e.g. Zoho, Jira).
• Excellent problem-solving, organizational, and conflict-resolution skills.
• Ability to work independently in a fully remote environment.
• A customer-first mindset, with strong focus on process optimization and innovation.

Nice to Have

• Experience in LegalTech, TravelTech, or consumer-facing digital platforms.

We Offer

• Remote-first culture with flexible start and end times.
• Paid Time Off & Public Holidays, because work-life balance matters.
• Annual pay review and performance-based bonuses.
• Professional Growth Opportunities – work on a global expansion and new market entry.
• Dynamic work and a chance to learn how to utilize your skills in an absolutely new way.
• **Supportive Team Culture **– Work with intelligent, passionate, and friendly colleagues who value collaboration.
• International Team - our colleagues are located in 13 countries around the globe.

About the Company

✈️At AirAdvisor, we are dedicated to ensuring air travelers receive the compensation they are entitled to for flight disruptions. Whether it’s a delay, cancellation, missed connection, or an airline-related issue like overbooking. In June 2025, we introduced a new service for baggage claims related to lost and delayed luggage. We are present in the EU, the UK, and other international markets, with a focus on protecting the rights of air passengers globally. We have successfully processed over 580,000+ claims for clients from 221 countries, learning a 4.6-star rating from 30,000+ reviews. Currently operating in 21 languages, AirAdvisor is an ambitious and fast-growing startup with a clear vision for international expansion. We plan to reach 1 million claims by the end of 2026. ✈️

Job Type

Indefinite-term Freelancing Contract / Service Agreement, FOP, or a B2B Contract.

If you're ready to take on a high-impact role in a fast-growing company, apply now, and let's fight for airline passenger rights globally!

✈️ Join us and bring LegalTech & TravelTech innovation to the next level! ✈️