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.