Director of AI-First Support & Services

Sona is seeking a Director of Support and Services to build and scale an AI-first support function in London. You will own the end-to-end operating model, define escalation protocols, and lead a lean team focusing on configuration, quality monitoring, and continual improvement.

Collaborate with Product, ML, and Engineering to advance agent capabilities and drive measurable support outcomes. The role emphasizes scalable, systemic improvement over individual ticket handling, with hybrid work and a