AI Mastery Program for Customer Support Leaders

What you'll learn
Understand how AI is transforming customer support
Use AI tools to increase team efficiency and customer satisfaction
Manage hybrid teams (human + AI bots)
Evaluate, implement, and lead AI-based initiatives in support departments
Learn to write Business Case to justify AI Implementation cost in support
Requirements
Good news - there are no strict requirements to join this program. This course has been intentionally designed so anyone who wants to understand the future of AI in customer support can get started immediately.
Description
Head of Customer Success at Yapsody, Support Leader for the last 9+ years, and someone who has trained hundreds of Support Team Leaders and Support Professionals across different industries. I've spent almost a decade leading Support & Success teams, building playbooks, configuring AI-driven features, improving customer experience, and directly working with product & tech teams on automation and AI projects.I also run the Support Center School, where I train support professionals globally.This course is not theoretical. It's everything I have learned from real-world implementation, real challenges, and real transformations. Today, customer support is entering a completely new era.AI is changing everything about how we manage tickets, how agents work, how customers get answers, and even how support teams are structured. And that's exactly why I created this brand new program:The AI Mastery Program Customer Support Leader Course.This course is designed specially for:Customer Support Team Leaders & ManagersSupport QA ManagersAspiring Support LeadersHeads of Support / CX ProfessionalsAnyone who wants to grow into a future-ready leadership role in SupportIf you are in support today, this course is your competitive advantage for the next 5 yearsModule 1: Introduction to AI in Customer SupportYou'll learn what AI really means in the support world, why it's important, and the exact terminologies every support leader must know from NLP to LLMs to Generative AI.This module builds your foundation.Module 2: AI Use Cases in SupportHere, you'll explore practical examples like ticket auto-routing, chatbots, smart KB suggestions, sentiment detection, proactive triggers, and agent assist tools.Everything is shown with real support scenarios so you can visualize how it works.Module 3: Selecting the Right AI ToolsThis is a high-value module. You'll learn how to evaluate AI tools, avoid common mistakes, understand AI categories, use my 5C framework, run pilots, and even create the cost justification for your management.This helps you make smart buying decisions.Module 4: Implementing AI in Your Support TeamYou'll learn how to prepare your team, prepare your data, launch a pilot, expand integrations, and maintain continuous improvement.This section gives you a clear roadmap to successful AI implementation.Module 5: Measuring Success & ROIYou'll learn how to calculate ROI, measure accuracy, understand reductions in cost per ticket, track FRT improvements, AHT improvements, and overall customer satisfaction impact.This module helps you demonstrate real business value.Module 6: Building the Future AI Support TeamFinally, you'll learn the new support roles that will exist in 2026, the skills teams need, how hybrid teams (AI + humans) will work, and how to design your future AI enabled support department.Every module includes exercises, activities, and real-world scenarios so you don't just learn. You apply.Why should you learn AI I now?Because AI is not replacing Support LeadersAI-empowered Support Leaders are replacing those who don't evolve.If you want to stay ahead, lead confidently, and be ready for the future of customer support.You need to understand AI deeply not as a buzzword, but as a leadership skill.Join me inside the AI in Customer Support Mastery CourseLet's build your future AI support team, your future leadership capabilities, and your future career together.
Who this course is for
Customer Support Team Leaders / Managers: Professionals who lead support teams and want to use AI to improve efficiency, performance, and overall customer experience
Support QA Managers: Quality leaders responsible for audits, scoring, and coaching who want to apply AI for faster evaluations, accurate insights, and scalable QA processes
Aspiring Support Leaders: Support agents or juniors aiming to move into leadership roles and looking to build AI-driven management and decision-making skills
Heads of Support / CX Professionals: Senior leaders focused on strategy, customer experience, and team performance who want to leverage AI to modernize operations and stay ahead of industry changes
Customer Support Agents: Frontline agents who want to upgrade their skills, use AI to resolve tickets faster, improve performance metrics, and grow into leadership roles
Operations & Process Managers: Professionals responsible for workflows, documentation, SLAs, and efficiency who want to use AI to streamline operations and reduce manual workload
Training & L&D Professionals: Trainers who want to incorporate AI into coaching, quality checks, onboarding, and skill development for support teams
Customer Success Professionals Those who manage onboarding, renewals, and customer relationships, and want to leverage AI for automation, insights, and proactive engagement.
Operations & Process Managers: Professionals responsible for workflows, documentation, SLAs, and efficiency who want to use AI to streamline operations and reduce manual workload
Founders & Small Business Owners Business owners of startups or SMBs who want to understand how AI can reduce support costs, improve customer experience, and scale efficiently without large teams.
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