Head of AI-Driven Support / Support Automation, Zug

Head of AI-Driven Support / Support Automation Tangem

is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC.

Tangem

started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. Company owns and promotes the technology of hardware cold-wallet for digital assets with secure and simple UX in 220 countries today. Our customers enjoy setup time within 1 minute with the ultimate security level for digital assets on their wallet. Tangem solutions offer multi-support of a growing number of thousands of tokens by a single wallet. SBI Crypto Investment Ltd., the digital asset venture investment company wholly owned by SBI Holdings Inc., has invested $15 million into Tangem in 2019 for mass adoption of blockchain technology. We are seeking a dynamic

Head of AI-Driven Support . The ideal candidate will have a strongtechnical background, experience in scaling operations through automation, and a track recordof building AI-powered systems.

Key Responsibilities:

Take full ownership of support automation strategy, including design, implementation,and continuous optimization of AI-driven support systems.

Launch and manage multi-channel support: in-app chat, web, messaging platforms,email, etc

Build and scale fully automated L1 support (target≥90% resolution without humanintervention).

Design and implement AI architecture (LLMs, workflows, routing, escalation to humanagents) and integrate with existing ticketing/CRM systems.

Own knowledge base strategy and structure to ensure high AI accuracy and coverage ofclient queries.

Required Skills and Experience:

Strong technical/product background with 5+ years of experience in operationsautomation, AI products, or customer support platforms.

Proven experience in building or scaling AI-driven support systems (LLM-based, chatbot,or automation platforms).

Hands-on experience with tools such as Zendesk, Intercom, or building custom in-housesolutions.

Strong understanding of support workflows, ticketing systems, and process optimization.

Data-driven mindset with experience owning KPIs such as response time, automationrate, and CSAT/NPS.

Success Metrics:

Achieving≥90% L1 support automation rate (no human involvement)

Increasing CSAT/NPS while reducing cost per ticket

Decreasing total ticket volume per MAU through automation and product improvements

Enabling scalable support infrastructure to support 10x user growth without humansupport headcount increase

Conditions:

Stability, development, participation in the future unicorn's growth;

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