Business Support Analyst providing operational support and advice to stakeholders at BMO. Collaborates on strategic initiatives and ensures effective business processes in Canada.
About the role
- Director of Technical Support at Ada, leading 24/7 support organization with AI-driven initiatives. Shape proactive support and technical excellence in AI customer service.
Responsibilities
- Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence.
- Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues.
- Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks.
- Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports.
- Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader.
- Instill rigorous backlog hygiene and queue management practices across the support organization.
- Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.
Requirements
- Experience in technical support or customer-facing technical roles, with recent years in a senior leadership capacity managing multi-tiered teams.
- Proven track record building and scaling technical support functions in high-growth B2B SaaS, CX, or AI-native environments
- Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT) utilizing debugging tools and practices: Postman, Swagger, Datadog, log analysis, and source code review; hands-on experience with LLM-based tooling, prompt engineering, AI agent workflows, and MCP integrations is required.
- You don't just understand AI tools, you use them daily. You think naturally about how to automate, augment, and scale work using AI.
- You have a demonstrable track record of implementing AI workflows in a support or operations context — you can point to specific tools you built or deployed, workflows you automated, and measurable outcomes you drove.
- Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines.
- Strong cross-functional influencer; you earn the trust of Engineering and Product through technical credibility, not just organizational authority.
- Excellent communicator who can shift fluidly between technical depth with engineers and executive-level storytelling with senior stakeholders.
- You're energized by the idea of using Ada's own platform to make your team more effective, and you hold yourself to the same standard you'd set for customers.
- You understand enterprise client dynamics and can navigate complex organizational relationships
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
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