AI Solutions

If you are here, it is because you know that we are looking for a Coordinator for our AI Solutions Maintenance & Continuous Improvement team .

indigo.ai is the leading platform in Italy for building next-generation AI Agents that transform the way companies communicate with their customers. Since 2016, we've been helping enterprises in industries such as finance, insurance, utilities, retail, and e-commerce to evolve their Customer Experience through conversational AI. We don't just "sell software": we enable a shift in how organizations interact with people, automating millions of conversations every year, reducing operational costs, improving conversion rates, and creating more personalized, scalable, and compliant customer journeys.
Backed by a recent €10 million investment from Azimut, we are on a mission to take this technology global. This is a unique opportunity to join a well-funded, highly ambitious team and play a direct role in shaping the future of enterprise AI.

Once a client's AI Agent goes live, the work doesn't stop there. The Maintenance & Continuous Improvement (MACI) team is responsible for all post go-live activities across our client portfolio, including issue resolution, virtual assistants' optimizations and enhancements, integrations, and ongoing solution improvements . The team ensures that every live AI Agent continuously evolves and improves over time, delivering an outstanding user experience while maximizing the value generated for our clients.

We are looking for someone to lead MACI, reporting directly to our Head of Solutions.

What are we looking for?
We are looking for a hands-on technical leader to manage our MACI team and oversee the support and continuous improvement of our portfolio of live client solutions.

This role combines people leadership, operational ownership, and direct implementation work . You will be responsible for ensuring that client requests are prioritized effectively, delivered within agreed expectations, and handled with a consistently high standard of quality.

You will manage and develop the team, define how the function operates, and act as the escalation point for the most complex requests. At the same time, this is not a pure management role: you will personally contribute to client fixes, optimizations, troubleshooting activities, and small solution evolutions, setting the benchmark for technical excellence across the team.

This role is ideal for someone who has already led, or played a key role in leading, a technical support, implementation, solutions engineering, or customer-facing engineering function and knows how to balance multiple parallel requests without compromising client satisfaction, quality, or team effectiveness.

Key Responsibilities:

People & Team Leadership – Manage, coach, and grow the MACI team; run regular 1:1s and performance review cycles; set clear goals, ownership, and development plans across the team.

Portfolio Prioritization & Triage – Build and own a prioritization framework (severity, best-effort SLAs, capacity) to balance fixes, small enhancements, and continuous improvements across the entire live client portfolio.

Hands-on Technical Ownership – Act as the technical reference point for the team and personally handle a share of complex client requests, including troubleshooting, platform configuration, solution optimizations, integrations, and small evolutions.

Process & Operational Excellence – Design, monitor, and continuously improve MACI's operating model, tooling, workflows, and reporting to ensure the function scales effectively as the client base grows.

Cross-functional Stakeholder Management – Partner closely with Customer Success, Product, and Tech Support teams, balancing competing priorities across multiple clients and ensuring clear communication and alignment.

SLA & Quality Monitoring – Define, track, and report on team KPIs, including response times, resolution times, backlog health, SLA adherence, and client satisfaction metrics.

You will need:

4+ years of experience in Implementation, Technical Account Management, or similar client-facing technical roles - ideally within a B2B SaaS scale-up or technology company delivering digital products and services at scale.

Strong Implementation Expertise – You are comfortable owning client requests end-to-end, from problem diagnosis through to implementation, optimization, testing, and release. You can independently navigate both technical and operational challenges.

Leadership Experience – You've led, mentored, or played a central role in guiding a technical s