AI Agents Manager
AI Agents Manager
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1 Vacancy
Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong double-digit growth over the past several years and is backed by Insight Venture Partners ) a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions go to and for more information on Kaseyas culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
AI Agent Manager
Overview
We are looking for a Manager of AI Agents to oversee the successful onboarding performance and continuous improvement of our AI-powered bots and co-pilot agents within the Support organization. This role treats AI agents with the same level of intentionality as human agents requiring structured onboarding thoughtful enablement and ongoing performance tuning.
The ideal candidate is deeply familiar with the mechanics of conversational AI has a strong understanding of support operations and is passionate about building systems that allow AI to operate as a trusted accurate and helpful extension of the support team.
Key Responsibilities
AI Agent Onboarding & Enablement
- Design and execute structured onboarding plans for new AI agents that mirror the approach taken with human agents.
- Ensure co-pilot agents are properly introduced to relevant knowledge sources workflows and intent models.
- Collaborate with SMEs Knowledge Managers and Product/Engineering to align agent functionality with real-world support needs.
- Identify content gaps training data needs and process adjustments to improve bot performance.
Performance Management & Tuning
- Monitor bot behavior response quality and user satisfaction (CSAT containment rates escalations) across all digital channels.
- Define performance metrics and standards of excellence for AI agents based on support KPIs and customer expectations.
- Partner with data teams to analyze AI agent performance data flag anomalies and implement systematic improvements.
- Regularly test and validate the AI agents understanding decision-making and routing accuracy.
Continuous Coaching & Optimization
- Collaborate with the Knowledge Program Manager to ensure AI agents are referencing the most up-to-date and high-quality knowledge content.
- Maintain a backlog of enhancements and training opportunities to support bot maturity and capability growth.
- Coordinate post-mortems for failed or misaligned AI interactions and adjust behaviors accordingly.
Collaboration & Governance
- Serve as the central point of accountability for AI agent effectiveness and strategy within the Support organization.
- Work cross-functionally with Product Engineering Operations and QA to align AI capabilities with business needs.
- Ensure ethical responsible and inclusive AI use aligned with company guidelines and customer trust expectations.
- Maintain documentation for agent functionality escalation criteria training protocols and decision trees.
Qualifications & Skills
- 3 years of experience in support operations AI enablement knowledge management or a related field.
- Familiarity with AI platforms used in support environments (e.g. Dialogflow Ada Intercom Salesforce Einstein Forethought or similar).
- Experience working with conversational design natural language models and bot training data.
- Strong analytical and troubleshooting skills comfortable using data to drive decisions.
- Proven ability to lead cross-functional initiatives and implement operational programs.
- Excellent communication skills with the ability to translate complex AI logic into understandable concepts for stakeholders.
- Bonus: Experience working with AI copilots large language models (LLMs) or generative AI systems in a customer service context.
Success Metrics
- AI containment rates improve while maintaining or increasing CSAT.
- Reduction in escalations due to bot misunderstanding or inaction.
- Time-to-onboard for new AI agents decreases over time through reusable frameworks.
- Increased trust and adoption of AI agents by customers and internal teams.
- Demonstrated continuous improvement in bot behavior through structured tuning cycles.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.
Required Experience:
Manager
Employment Type
Full Time
