Oversee and optimize online customer support channels (chat, email, social media, self-service portals), Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis), Drive automation initiatives to streamline workflows and reduce response times, Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution), Collaborate with IT and product teams to integrate support solutions with CRM and backend systems, Collaborate with Product Management to integrate support solutions with frontends (e.g., App, Website, etc.), Analyse customer feedback and support data to identify trends and improvement opportunities, Analyse general market trends and competitors’ approach to make customer service scalable, Train customer service team in working with new AI-features and reports, Ensure compliance with data privacy and AI ethics standards, Prepare performance reports and present insights to senior leadership