Super.com

AI Agent Support Experience Manager

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This role focuses on making customer support easy and financially efficient through effective AI Support. The manager will lead a team to shape customer communication and support via AI Agents (chat and voice), reporting to the Director of Operations. Responsibilities include owning AI Agent experience and quality across platforms, collaborating with internal teams and AI partners, and being accountable for CSAT performance driven by AI interactions. This involves translating playbook optimizations, conversation design improvements, and system enhancements into measurable increases in customer satisfaction scores.

Manager, Risk Operations (Earnings & Rebates)

<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">AI Agent Support Experience Manager</h1>We started <a href="http://super.com/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a> to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that <a href="http://super.com/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a> is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the role</h2>Our mission is to make customer support easy and financially efficient. We are obsessed with reducing the time, contacts, steps it takes to solve a customer’s problem or question and believe that effective AI Support is the cornerstone to our success.In this role, you’ll lead the team focused on shaping the way we communicate and support our customers through our AI Agents —both chat and voice— reporting directly to the Director of Operations. You will own all things related to AI Agent experience and quality across multiple platforms. You’ll collaborate internally across Operations and directly with cutting edge AI partners to ensure our customers receive clear, helpful, and consistent support.You will be directly accountable for CSAT performance driven by AI interactions, translating playbook optimizations, conversation design improvements, and system enhancements into measurable increases in customer satisfaction scores.This is a unique opportunity to blend communication strategy, multi-channel AI playbook management (including VUI design for voice interactions), and data-driven insights to impact our North Star: customer satisfaction directly. You'll be responsible for orchestrating seamless experiences across chat and voice interfaces, managing complex playbook architectures, and ensuring consistent quality as we scale AI-first support.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the team</h2>This role is part of the newly formalized, AI Agent Experience Team focused solely on the training, performance, and optimization of our AI Agents. We believe <a href="http://super.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a> Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities. Through experimentation and listening to our customers' experiences, we advocate for continuous AI experience evolution and shape our partners’ roadmaps.This team works closely across multiple Operations sub-functions - including Business Operations, Technical Account Management, and Engineering.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you’ll be working on:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead a team of content and quality specialists to deliver a best in class AI agent experience.</li><li class="leading-relaxed">Strategize the evolution of agent capabilities to discerning workflows.</li><li class="leading-relaxed">Leverage AI Agent performance data to continuously improve bot resolutions, containment rates, and customer experience across chat and voice channels, including platform-specific metrics for each interface.</li><li class="leading-relaxed">Develop strong partnerships with our AI Partners to ensure accountability and influence Partner roadmaps.</li><li class="leading-relaxed">Partner with cross-functional teams to refine conversational design—including VUI principles for voice—manage complex playbook architectures, and ensure seamless handoffs between AI systems and human agents to create a smooth customer journey.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What we’re looking for:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Degree in Data Analytics, Communications, Marketing, Business, or a related field.</li><li class="leading-relaxed">5-8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership.</li><li class="leading-relaxed">Experience developing and optimizing chatbot/voice AI playbooks (conversation flows, intents, response logic, and VUI design principles for voice interfaces), with proven ability to manage multi-channel AI deployments.</li><li class="leading-relaxed">Exceptional written communication skills, with a focus on clear customer-facing messaging.</li><li class="leading-relaxed">Strong analytical skills with the ability to interpret performance data and turn them into actionable insights.</li><li class="leading-relaxed">Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).</li><li class="leading-relaxed">Demonstrated ability to orchestrate customer experiences across multiple AI systems, including handoff protocols, escalation design, and maintaining consistency across platforms.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Bonus points for:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience in AI chatbot management (e.g., Ada, Poly, Decagon, Intercom, Drift) or equivalent AI support automation platforms.</li><li class="leading-relaxed">Exposure to travel, fintech, or SaaS industries.</li><li class="leading-relaxed">Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model).</li><li class="leading-relaxed">Strong project management skills with a proven ability to manage multiple priorities.</li></ul>As a remote-first organization we use benchmarking data reflective of your geographical areas to ensure our compensation package is competitive based on where you reside. Your TA partner will confirm which range applies to your location as part of the hiring process.CanadaTier 1: 109,000 - $153,000 CAD<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Greater Toronto Area (City of Toronto, York Region, Durham Region, Peel Region, Halton Region)</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Metro Vancouver (City of Vancouver, North Shore, Burnaby, New Westminster, Tri-Cities, Fraser Valley Edge, South of the Fraser River, and Richmond)</li></ul>Tier 2: $103,000 - $145,000 CAD<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">All other Regions and Municipalities</li></ul>USA: $103,000 - $160,000 USDAt <a href="http://super.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a>, we believe in supporting our team so they can thrive—both at work and in life.Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.Everyday Perks: Weekly UberEats credits and travel discounts on <a href="http://super.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a> help you enjoy the little things.Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one.Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.And that’s just the beginning. Visit our <a href="https://landing.super.com/careers" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">careers page</a> to explore the full range of perks and benefits we offer.<a href="http://super.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Super.com</a> is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

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Join Splunk as an Account Executive in Hong Kong, driving revenue from enterprise customers. This role involves building and managing sales results, fostering client relationships, and partnering with internal teams and marketing. You will leverage your knowledge of Splunk products and apply industry insights to position solutions, forecast opportunities, and negotiate terms. The ideal candidate is passionate about new technologies and committed to customer success.

Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time.Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services.Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Description</h2>Join us as we pursue our exciting new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Role</h2>Do you have a measurable track record in building, managing, and delivering impactful sales results within Customers? Are you passionate about new technologies, and looking to join a fast-growing, dynamic organization?We are hiring a Regional Sales Manager, Enterprise Accounts to join our growing team. You will play an imperative role driving a significant share of revenue for Splunk working closely with our Partners and internal partners across the region. The position will be based in Hong Kong<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Responsibilities:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Consistently deliver aggressive license, support, and service revenue targets from larger enterprises in Hong Kong, with SaaS experience is plus.</li><li class="leading-relaxed">Lead partnership with internal Sales Engineering and Customer Success, as well as Partner resources to drive unified engagement to our customers.</li><li class="leading-relaxed">Lead accounts by building and fostering client relationships through personalized contact, understanding of client’s needs, and ability to communicate solution values of products and services based on customer requirements.</li><li class="leading-relaxed">Partner with the Marketing team to align on events to present and network at that enables prospecting of new business opportunities.</li><li class="leading-relaxed">Possess ability to learn and become knowledgeable of Splunk products to advise customers and enable value conversation.</li><li class="leading-relaxed">Demonstrates ability to apply specific use cases to address customer challenges, and position successful Splunk solutions to achieve desired outcomes for customers.</li><li class="leading-relaxed">Forecast opportunities by understanding and driving company sales methodology and processes that lead to successful sales outcomes.</li><li class="leading-relaxed">Build strategic customer pipelines and track potential buyers through understanding and navigating the customer purchasing process.</li><li class="leading-relaxed">Applies industry knowledge and client market intelligence to develop sales strategies and position Splunk as a solution.</li><li class="leading-relaxed">Negotiate favorable pricing and business terms with large commercial enterprises by selling value and return on investment, and partnering with internal collaborators/specialists</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Requirements:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum of 5 -10 years of experience in selling enterprise software solutions</li><li class="leading-relaxed">Very comfortable in the “C” suite with a track record of closing six and seven figure software licensing deals.</li><li class="leading-relaxed">Relevant software validated experience in IT systems, enterprise or infrastructure management and CRM systems (Sales Force). Strong fundamentals in value selling methodologies.</li><li class="leading-relaxed">Familiarity with Splunk software products and ability to learn their functionalities, and how they address customer needs.</li><li class="leading-relaxed">Strong executive presence with ability to negotiate and deliver persuasive presentations that articulate complex concepts simply.</li><li class="leading-relaxed">Adaptable and thrives in a constantly evolving environment with ability to demonstrate resilience.</li><li class="leading-relaxed">Able to work as part of a team as well as independently and remotely from other members of your team and corporate.</li><li class="leading-relaxed">Strong ability to demonstrate building of customer relationships.</li><li class="leading-relaxed">Consistent track record of success in consultative sales environments and developing new business and running sales cycle (territory/account planning) from generating leads through closing</li><li class="leading-relaxed">Self-starter with tight-knit collaboration and partnership with internal teams as well as external partners.</li><li class="leading-relaxed">Outstanding skills in managing deals with many partners and ability to demonstrate influence without authority.</li></ul>Education: Got it!MBA or Bachelor's degree in computer science, a related field or equivalent work experience.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Why Cisco?</h2>At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.We are Cisco, and our power starts with you.

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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