Company Overview
ANCKR is a bold, U.S.-led software development agency that combines American leadership with top-tier international talent. We specialize in AI-enhanced web and mobile development, process automation, and digital transformation.
We're not your average dev shop. We're a tech-first, values-driven partner committed to building things that last—for startups and scaling enterprises alike.
Learn more at: www.anckr.com
Job Summary
As the Support Lead / Manager , you will establish ANCKR's support function with an AI-first strategy. Your mission is to design a system where AI agents handle frontline intake (knowledge base queries, FAQs, routing, RAG-powered suggestions) and humans handle escalations that require deeper context or judgment.
You'll own the end-to-end lifecycle of support — selecting tools (Missive, Front, or AI-driven equivalents), integrating AI into triage flows, setting SLAs, and building a hybrid model of autonomous + human support.
This role blends support operations expertise with AI product thinking — shaping how ANCKR delivers client and internal support that scales without scaling headcount.
Responsibilities
- Design and implement ANCKR's multi-channel support system (email, SMS, chat, Slack, Missive/Front)
- Lead transition to AI-first support — integrating RAG pipelines and knowledge base retrieval into frontline workflows
- Architect Tier 0 / Tier 1 autonomous support (AI agent replies, auto-triage, FAQ responses)
- Define and manage SLAs, escalation paths, and reporting for human support layers
- Build and maintain a support knowledge base designed for both humans and AI agents
- Partner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR's internal knowledge base)
- Create dashboards for response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch)
- Train and oversee future Support Specialists as the team scales
- Share learnings across ANCKR to inform AI-driven delivery and client platforms
Requirements
Must-Have
- 3–5 years in support operations, customer success, or service delivery
- Experience with multi-channel support tools (Missive, Front, Zendesk, HelpScout)
- Strong understanding of support workflows, SLAs, and escalations
- Hands-on experience configuring or integrating AI into workflows (RAG, chatbots, knowledge base search)
- Ability to design processes and playbooks from scratch
- Excellent communication skills with clients and internal teams
Nice-to-Have
- Exposure to LangChain, CrewAI, or multi-agent orchestration frameworks
- Familiarity with vector databases (Supabase, Pinecone, Weaviate)
- Experience with AI-powered ticketing or chat support systems
- Agency or SaaS background in fast-paced support environments
- Strong reporting/analytics experience (support dashboards, SLA monitoring)
Perks:
- Competitive base + performance bonuses
- Tech package: MacBook Pro, monitor, accessories
- Paid holidays, PTO, and flexible hours
- Remote-first team with async workflows
- Growth path into Head of Support / Support Operations Manager
- Opportunity to define and lead AI-powered support from the ground up
Schedule & Expectations
- Standard hours: Standard working Hours
- Work tracked in ClickUp, communication in Slack
- Participation in weekly support reviews & cross-team syncs
- Accountability for AI resolution rates and SLA performance
