Support AI Manager

About this job

Ethos Life is a life insurance technology company that uses a robust three-sided platform to transform the insurance experience and protect families through instant, accessible products. As a Support AI Manager based in Bangalore, you will lead two vital functions: the bot building team and the bot monitoring team. In this hands-on technical leadership role, a normal day involves managing and scaling both teams, coaching the build Lead, and personally evaluating bot builds and version deploys against approved ERDs and PRDs to catch quality issues or spec drift before they reach customers. You will partner closely with the CX AI Product Manager, define ongoing testing and monitoring cadences, and use performance metrics like CSAT and deflection rate to drive improvements across the board.

Responsibilities

• Manage and grow both the bot building team and the bot quality/monitoring team.
• Review bot builds and version deploys against ERDs and PRDs prior to launch.
• Define and own testing cadences including pre-launch UAT and live bot audits.
• Maintain the feedback loop between quality findings and the product roadmap.
• Serve as the primary escalation point for unresolved build or quality issues.
• Partner with the CX AI Product Manager to maintain alignment with roadmap priorities.
• Utilize bot performance metrics to identify systemic quality issues and improve processes.

Requirements

• 4+ years of experience managing a team across multiple functions or workstreams.
• Hands-on experience with the design, build, or QA of AI-driven voice, chat, or email bots.
• Experience working within a cross-functional product team structure or product pod.
• Strong process orientation with the ability to define testing and monitoring cadences from scratch.
• Detail-oriented problem solver with a track record of leading issue resolution.
• Excellent communication skills for translating technical issues to various stakeholders.

Good to have

• Experience with support bot platforms such as Forethought, Ada, Sierra, or Decagon.

Who should apply

This role suits experienced leaders with a strong technical background in AI bot development and quality assurance who enjoy a hands-on management style. Ideal candidates have a history of guiding cross-functional teams, partnering closely with product managers, and establishing robust testing frameworks from scratch. If you have a meticulous eye for detail, excellent problem-solving instincts, and the ability to bridge technical builds with business goals at Ethos Life, you should consider applying.

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