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Support AI Manager

Ethos LifeBangalore, IndiaRevenue
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Salary
Not listed
Job type
Full-time
Posted
21 Aug 2026
Status
Open · checked 7d ago

About this role

Role Overview

Ethos is seeking a Support AI Manager to lead the team that builds and safeguards the quality of AI-powered support bots in Bangalore, India. This professional will manage and scale both the bot building and bot monitoring teams while staying hands-on enough to personally evaluate builds. The position is ideal for an experienced leader who enjoys technical oversight, cross-functional collaboration, and maintaining high standards for customer experience automation.

Key Responsibilities

Manage and grow the bot building team and the bot quality and monitoring team, which includes coaching the build Lead.
Personally review bot builds and version deploys against approved ERDs and PRDs to catch gaps or quality issues prior to launch.
Define and establish the testing cadence for the team, including pre-launch UAT, regression testing, and live bot audits.
Own the feedback loop between quality findings and the roadmap, ensuring issues reach the Product Manager and build Lead quickly.
Consolidate feedback into a structured format for accurate tracking and escalation.
Act as the primary escalation point for builds that do not match specifications or for discovered quality issues.
Partner with the CX AI Product Manager to maintain alignment with roadmap priorities and sequencing.
Utilize performance metrics such as deflection rate, resolution rate, CSAT, and error rates to identify systemic issues and drive improvements.
Build and evolve the testing and monitoring playbook as the bot portfolio expands.

Requirements

Four or more years of experience managing a team, ideally across multiple functions or workstreams.
Hands-on experience with the design, build, or QA of AI-driven voice, chat, or email bots to personally evaluate builds against documentation.
Experience working within a product pod or a cross-functional product team structure in partnership with a product manager.
Strong process orientation with the ability to define and own a testing and monitoring cadence from scratch.
Detail-oriented mindset featuring strong problem-solving instincts and a track record of leading teams through issue resolution.
Excellent communication skills capable of translating technical build or quality issues for technical teams and business stakeholders.

Nice to Have

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

Skills and Tools

AI-driven voice, chat, and email bots
ERD and PRD evaluation
UAT and regression testing
Bot performance metrics (CSAT, deflection rate, resolution rate, error rates)
Support bot platforms including Forethought, Ada, Sierra, and Decagon

About the Company

Ethos is a leading life insurance technology company working to protect families by democratizing access to life insurance and empowering agents at scale. The company utilizes a robust three-sided technology platform to transform the life insurance experience for consumers, carriers, and agents. Ethos offers instant, accessible products paired with a seamless online process requiring no medical exams and only a few health questions.

How to Apply

Interested candidates should visit the official Ethos careers page to submit an application for this position.

Questions candidates ask

Where is the Support AI Manager position located?

The position is based in Bangalore, India.

How many years of management experience are required?

Candidates must have four or more years of experience managing a team, ideally across more than one function or workstream.

What teams will the Support AI Manager lead?

The manager will lead the bot building team and the bot quality and monitoring team.

What platforms are helpful to have experience with?

Experience with support bot platforms such as Forethought, Ada, Sierra, or Decagon is considered a strong plus.

How should I apply for this job?

You should apply directly on the official company careers page.

Ready to apply?

The application is on the official Ethos Life careers page.

Apply on company site