Engineering Team Lead, Training

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

Learn more at www.ada.cx.

Everyone at Ada is an “Ada Owner”, this refers not just to the fact that you share in the equity, but also the expectation we have of you, and the agency you are given, to influence and shape our technical roadmap. True to our value of “Always Be Improving”, we are a team of folks who have the drive to grow themselves, and others around them, resulting in a challenging, but fulfilling environment.  

With AI and LLMs central to our business, staying proficient and evolving alongside advancements in this field is crucial for success. 

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.

• 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

• Coaching and Performance Management
• 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.
• Planning and Execution 
• 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
• Hiring
• 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
• Strategy
• 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.