AI Agent Lead

The Agent Lead will oversee day-to-day support team operations, coach and mentor agents, and ensure that customer inquiries are resolved efficiently and with high quality. This role combines hands-on customer support with leadership responsibilities, making it ideal for someone who enjoys solving problems while helping others grow.Agent Lead Responsibilities:Frontend/UX for AI: Partner with design teams to deliver conversational interfaces, chat UIs, and embedded AI assistants within apps.APIs & Integrations: Connect agents to external APIs, CRMs, ERPs, and internal product APIs for end-to-end workflows.Safety & Guardrails: Implement moderation and safety tools (e.g., , OpenAI Moderation, Llama Guard) to ensure safe, compliant, and on-brand outputs.Experimentation & A/B Testing: Run experiments to measure the impact of agents on engagement, support deflection, upsell, and customer satisfaction.Agent Lead Requirements:HS Diploma/GED required, AS/BS Degree in related field preferred.6 years of experience in product engineering, applied AI, or related roles.Proven track record of building customer-facing AI agents or conversational interfaces.Strong skills in prompt engineering and evaluation frameworks.Experience with multi-agent orchestration and workflow design.Proficiency in integrating agents with APIs, CRMs, or enterprise tools.Understanding of AI safety, moderation, and guardrail frameworks.Strong cross-functional communication and product mindset.