AI Technical Support Team Lead

Role Details

Location: Metro Manila
Work Arrangement:Mostly Work From Home
Contract Duration:Full Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements).
Expected Start Date: Immediately

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleep.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

We are seeking an experienced and data-driven AI Team Lead to oversee and elevate our AI Insights operations across multiple partner this role you will provide strategic guidance mentorship and operational leadership to ensure data-driven decision-making actionable insights and measurable improvements to AI-driven customer experiences.

As an AI Team Lead you will collaborate closely with cross-functional stakeholders including Quality Operations Training Knowledge Management and Engineering to translate insights into meaningful business outcomes. You will act as a bridge between data analytics and execution ensuring the effectiveness scalability and quality of AI insights delivery across partners.

What Youll Do:

• Oversee workload allocation prioritization and quality standards within the AI Insights team
• Set clear expectations and establish best practices for insight generation reporting and presentation
• Collaborate with partner stakeholders to ensure the insights strategy aligns with business objectives and customer experience goals
• Partner with internal leaders (Quality Operations AIDE and Data Science) to enhance the value impact and visibility of AI insights
• Oversee the analysis of large datasets from AI-driven customer interactions including transcripts chat logs and feedback
• Guide the identification of trends patterns and emerging issues affecting AI bot performance and customer sentiment
• Ensure consistent measurement of KPIs and the accuracy of dashboards tracking performance across partners and bots
• Validate insights produced by the team to ensure relevance accuracy and business impact.
• Reporting & Visualization
• Ensure the team delivers clear actionable and visually engaging reports and presentations for internal and external stakeholders
• Review and refine data storytelling to ensure insights effectively drive decision-making at all organizational levels
• Maintain and continuously improve visualization standards using approved tools and methodologies
• Partner closely with AI Deployment Engineers (AIDEs) and product teams to operationalize insights that improve AI models and conversation flows
• Coordinate feedback loops between AI Insights Quality and Training to support systemic learning and performance improvement
• Collaborate with program leads to propose and implement changes that enhance overall AI and customer experience outcomes
• Represent the voice of the customer in data-driven discussions and strategic initiatives.
• Champion opportunities to improve AI behavior and the customer experience based on insights from data and human review
• Stay current on trends in AI analytics and customer experience to drive innovation and continuous improvement across the team

What We Expect From You:

• Currently serving Quality Lead or in an equivalent leadership role within Crescendo or a comparable environment
• 2 years of experience in data analysis AI optimization or CX insights
• 1 year of experience managing or mentoring a team
• Strong proficiency in data analysis tools and techniques
• Experience with data visualization platforms
• Familiarity with AI and machine learning concepts particularly as applied to conversational AI
• Knowledge of customer service principles operational metrics and best practices
• Excellent analytical and problem-solving abilities
• Strong communication and presentation skills including data storytelling
• Quick learner able to absorb new technologies partner processes and tools
• Proactive mindset and growth-oriented approach always seeking new challenges to solve.
• Organized and effective at managing time capable of prioritizing competing tasks
• Demonstrated ability to lead motivate and coach a team while balancing performance and development
• Strong collaboration and relationship-building skills across diverse teams
• Strategic thinker who can balance detail-oriented analysis with big-picture planning

What Youll Get In Return:

• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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