高级负责人，AI与自动化-客户成功
Sr Lead, AI & Automation - Customer Success
职位描述
嗨，我是Kirsten Stuart，Jane的客户成功运营总监，我在Jane工作了8年。
我们的客户成功运营团队是医疗科技领域最受赞誉的支持体验背后的引擎。我们处于技术、人员和使命的交汇点，构建系统、工具和智能，使我们的支持团队能够以真正人性化且始终令人愉悦的方式为医疗从业者提供服务。从知识生态系统到实时运营，我们正在塑造Jane成长过程中世界级支持的模样。
更个人一点，当我不在思考支持策略时，你通常会看到我在锻炼或遛狗。运动帮助我重新调整，保持好奇心，并充满活力地投入工作，这是我每天努力带入工作的状态。
这个职位是一个混合型的建设者与领导者角色。你将亲自动手，设计并交付能消除团队工作流程中摩擦的代理程序，同时领导一个小团队，并与客户团队和AI转型团队的利益相关者紧密合作，确保工具真正落地。目标简单但有意义：让我们的团队摆脱手动、高摩擦的工作，从而将时间花在最重要的关系和高价值的工作上。
我们希望你带来的影响
🤖 AI与代理构建
- 设计、构建并交付解决客户团队工作流程中特定摩擦点的代理程序，架构它们的工作方式，而不仅仅是配置现成的工具。
- 持续识别支持组织中的摩擦点（重复性任务、缓慢查找、手动交接），并将其转化为代理路线图。
- 负责生产环境中AI工具的性能和质量：准确性、语气、解决率，以及何时需要人类介入。
- 紧密关注LLMs、代理框架和语义搜索的最新进展。
🔗 跨职能合作
- 与AI转型团队合作，就架构、功能和当前可行与未来可行的内容达成一致。
- 与支持利益相关者及团队本身合作，了解真正的摩擦点在哪里。
- 在代理程序发布前，引入支持运营领域的主题专家来验证其行为。
- 在公司范围内的AI讨论中代表支持的需求，并将公司的AI方向带回支持团队。
查看英文原文
ABOUT THE ROLE
Hi, I'm Kirsten Stuart https://www.linkedin.com/in/kirsten-stuart-9433861a6/, Director of Customer Success Operations, and I've been at Jane for 8 years.
Our Customer Success Operations team is the engine behind one of the most celebrated support experiences in healthcare tech. We sit at the intersection of technology, people, and purpose, building the systems, tools, and intelligence that allow our Support team to show up for healthcare practitioners in a way that feels genuinely human and consistently delightful. From knowledge ecosystems to real-time operations, we're shaping what world-class support looks like as Jane grows.
On a more personal note, when I'm not thinking about support strategy, you can usually find me working out or walking my dog. Movement helps me reset, stay curious, and show up with energy, something I try to bring to my work every day.
This role is a hybrid builder-and-leader position. You'll be hands-on, designing and shipping agents that remove friction from our team's workflows, while also leading a small team and partnering closely with stakeholders across the Customer Team and AI Transformation Team to make sure the tooling actually lands. The goal is simple but meaningful: free our teams from manual, high-friction work so they can spend their time on the relationships and high-value work that matter most.
WHAT IMPACT WE’RE LOOKING FOR YOU TO MAKE
🤖 AI & Agent Building
- Design, build, and ship agents that solve specific friction points in the Customer Team workflows, architecting how they work rather than just configuring off-the-shelf tools.
- Continuously identify where friction lives across the support organization (repetitive tasks, slow lookups, manual handoffs) and turn that into an agent roadmap.
- Own performance and quality of AI tooling in production: accuracy, tone, resolution rates, and where a human needs to step back in.
- Stay close to what's emerging in LLMs, agent frameworks, and semantic search.
🔗 Cross-Functional Partnership
- Work with the AI Transformation team to align on architecture, capability, and what's feasible now versus later.
- Partner with Support stakeholders and the team themselves to understand where the real friction is.
- Bring in subject matter experts across Support Ops to validate agent behaviour in their domain before it ships.
- Represent Support's needs in company-wide AI conversations, and bring company AI direction back to Support.
📚 Knowledge Foundation
- Own the knowledge base and internal documentation, keeping it accurate and well-governed as the substrate agents and Drivers both rely on.
- Build content and taxonomy practices that make information usable by both humans and AI, not just searchable.
- Use support data and agent performance to find and close knowledge gaps.
🎯 Customer & Prospect Self-Service Experience
- Own how customers and prospective customers find answers to their questions, end to end, across guides and the AI answer tool.
- Set and hold the exceptional quality bar for those answers: accuracy, tone, and whether the response actually resolves the question. Ensuring results are as good as our world class team.
- Analyze what customers and prospects are asking (queries, search terms, unresolved questions) to surface patterns worth acting on.
- When the answer is missing or wrong, that's a knowledge or content gap to close. When the real fix is in the product itself, that's feedback to route to Product.
- Partner with Product and Product Marketing so recurring "not yet customer" questions inform what we build and how we message it, not just what we document.
⭐ Team Leadership
- Lead a small team of knowledge and AI enablement experts: set priorities, run 1:1s, and grow their skills, including agent-building capability.
- Build a team that can move between deep AI/technical work and the people side of Support without losing either.
📈 Impact & Measurement
- Track quality metrics for AI-assisted and self-service answers, including accuracy and CSAT, to make sure automation holds the same bar as our team.
- Track efficiency metrics, including deflection rate, average handle time, and Driver time saved, to show where friction has actually been removed.
- Track downstream business impact, including retention and conversion, to connect AI/automation work to outcomes beyond Support.
- Present findings and roadmap to leadership regularly; make the case for where to invest next.
WHAT EXPERIENCE WE NEED
- 5+ years in AI/automation implementation, support enablement, or knowledge/content strategy, ideally with hands-on agent or LLM tooling experience rather than just oversight of it.
- Comfortable being the builder: you can actually construct an agent or automation workflow, not just spec one for someone else.
- Experience mentoring or leading others, formally or informally.
- Strong systems thinker: you see friction and think in workflows, not just documents.
- Genuinely cross-functional: you're as comfortable in a room with AI engineers as you are with frontline Drivers.
- Experience owning a self-service or customer content program, ideally where you were accountable for both the quality of the answers and what customer questions revealed about product gaps.
- Familiarity with tools we use (Hubspot, Help Scout, Talkdesk, Claude, Gumloop etc.) and a real appetite for AI/automation tooling.
If you don’t meet every single qualification but are excited about this role, we’d still love to hear from you.
MORE ABOUT JANE
Jane is a founder-led, high-growth SaaS company with a remote-first team working across Canada, the US, and the UK, united by our mission to help the helpers.
We build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities. That level of impact means every person at Jane plays an important role in how we show up for our customers. We're all responsible for being deeply connected to their needs, obsessed with improving their experience, and proud of the difference our work makes in their day-to-day lives.
Jane is growing fast, and that growth brings exciting challenges that call for adaptability, resilience, learning agility, and humility. We're proud of what we've built and quick to admit what we don't know yet. We listen, learn, and adjust as we go. More than 70,000 businesses run on Jane which has 250,000+ practitioners interacting with our product on a daily basis and growth is continuing to accelerate.
Our goal isn't just delivery - it's delight. We move quickly, communicate openly, and solve real problems together. If you're energized by ambiguity, motivated by impact, and eager to learn with others, you'll thrive at Jane.
COMPENSATION & BENEFITS
At Jane, we’re committed to paying fairly, clearly. This role has an annual salary of $115,000 to $160,000. While that is a large range, it is intentional. It reflects the full journey someone might take in the role.
A starting salary below this typically indicates a candidate with strong potential who is still developing key skills. Salaries above this usually apply to existing team members who have made a significant impact and bring deep Jane-specific knowledge.
You’ll have regular career development conversations with your manager and your compensation will grow as you gain experience and contribute meaningfully to our mission.
Paying clearly is one of our compensation fundamentals. Watch this https://vimeo.com/880258361 short video to learn how our salary bands are set. You’re also encouraged to ask questions about compensation at any point during the interview process.
We also offer a comprehensive benefits package. You can learn more about it here https://jane.app/documents/hiring/jane_benefits_overview.pdf!
Jane takes job scams and candidate fraud seriously. Jane will only contact you from an @jane.app http://jane.app email address. We'll never contact you from a personal email, ask for payment, or request purchases during the hiring process. If something doesn't seem right, please reach out to us at hiring@jane.app before sharing any personal information.