Who you are

• Are customer-obsessed deeply committed to delivering exceptional user experiences
• Excited to work with LLMs and AI technologies
• Proven ability to leverage AI (Claude, OpenAI) to optimize workflows and scale team productivity
• Possess a strong product engineering mindset and a strong sense of prioritization and striking the right balance between delivery speed and high technical quality

What the job involves

• As the Team Lead overseeing our Training team, you will lead a group of 5-8 talented engineers in collaboration with internal and external stakeholders, Product Managers, Machine Learning Scientists, and Designers to execute Ada’s ambitious roadmap
• You’ll play a pivotal role in fostering a high-performing team that is focused on helping customers rapidly configure and refine their customer service AI Agent
• Ada’s founding mission was built around making powerful technology easy for non-technical customer support teams to use, a mission that the Training team helps lead today. Consider these questions:
• How can I get my AI Agent ready to launch as soon as possible?
• What is the easiest and most effective way to give my AI Agent feedback?
• How can the experience of managing an AI Agent be made simple?
• These are all areas of focus for the Training team. You will be directly responsible for overseeing AI projects and will be expected to develop a proficient understanding of Ada’s technologies
• Manage and support a team of 5-8 engineers
• Conduct regular 1:1s to align on goals, challenges, and feedback
• Act as a coach and sponsor, amplifying your team’s voice and celebrating successes
• Foster a collaborative and high-performing team culture, ensuring individual and team growth
• Collaborate with Product Management and stakeholders to define and prioritize roadmaps
• Support the team in prioritizing, planning, and managing upcoming work items
• Proactively identify and mitigate risks while ensuring timely delivery of high-quality outcomes
• Champion observability, data-driven decision-making, and a culture of continuous improvement
• Conduct Root Cause Analyses to address technology or process inefficiencies
• Ensure that high priority bugs are being addressed in a timely manner
• Identify inefficiencies in the team's development process and resolve them, or escalate them
• Be supportive to stakeholders outside Engineering upon inquiries
• Understand the staffing needs of the team and ensure it is set up for success
• Identify and recruit top talent, ensuring a fair and inclusive hiring process
• Help improve the hiring process and remove systemic bias
• Evolve Ada’s engineering organization by improving processes and addressing competency gaps
• Partner with cross-functional teams (Product, Design, etc.) to form a high-performing trifecta
• Balance delivery of immediate goals with long-term technical and organizational strategies

Benefits

• Generous stock option plan
• Unlimited vacation
• Wellness account
• Extended health coverage
• Dental/optical/travel insurance
• Life insurance
• Employee and family assistance plan
• Flexible work schedule
• Digital first, fully remote with WFH budget
• In-house social worker
• Paid parental leave for Canadian and U.S. residents
• Development opportunities