About Centific
Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.
Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.
About Job
Job Summary:
We are seeking to hire a manager for our community support team. This role will be responsible for managing a team of community support agents who provide customer service via tickets and emails to our users. The ideal candidate will have experience in people management, excellent communication skills, and a passion for providing exceptional customer service.
Responsibilities:
• Manage and grow a team of community support agents
• Ensure all team members provide high-quality customer service
• Coach and mentor team members on how to improve their performance
• Monitor ticket sentiment and survey results and provide feedback to team members
• Track team member production and quality,
- track metrics and report on team performance monthly
- identify ways to streamline, automate, or improve the ticket volume, response time, and resolution time, with a continual eye towards automation and integration
• Conduct regular meetings with team members to discuss performance and goals
• Collaborate with other departments to ensure seamless customer service across the organization - including but not limited to Product, Delivery, Talent, and Fraud
• Handle escalated issues as needed
• Manage workload and staffing needs of the department
Qualifications:
• Minimum 5 years of experience in support required, and a minimum of 2 years managing a mid-sized team (5-10 agents)
• Strong interpersonal and communication skills required
• Excellent problem-solving skills required
• Ability to multitask and prioritize tasks effectively
• Proficiency in Microsoft Office Suite required
• Experience working in a fast-paced, dynamic environment preferred
• Availability to work flexible hours including evenings, in order to support the global nature of the team and the users
Salary: $70k
Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.Top Skills
What We Do
Zero distance innovation for GenAI creators and industries
Expertly engineering platforms and curating multimodal, multilingual data, we empower the ‘Magnificent Seven’ and enterprise clients with safe, scalable AI deployment
We a team of over 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers.
We bring platforms, partners and 1.8 million vertical domain experts to create high-quality pre-trained datasets, fine-tuned industry-specific LLMs, and RAG pipelines supported by vector databases.
These innovations can reduce GenAI costs by up to 80% and bring GenAI solutions to market 50% faster in 230 locales.
