
With more than 550 AI agents deployed globally, Ada is the trusted leader in agentic customer experience. Activated by the ACX Operating Model—a combination of technology, methodology, and…

With more than 550 AI agents deployed globally, Ada is the trusted leader in agentic customer experience. Activated by the ACX Operating Model—a combination of technology, methodology, and…
Founded: 2016
Headquarters: Toronto, Canada
Product: AI-first customer service automation platform (conversational AI / AI agents)
Notable funding: $130M Series C (2021) and $44M Series B (2020); total > $190M
Employees (reported): 676
Customer service automation and conversational AI
2016
Customer service / Conversational AI
$44M
$130M
Announced at a reported $1.2B valuation
“Investors include Spark Capital, Tiger Global, Accel, Bessemer Venture Partners, FirstMark, Burst Capital, Version One, Leader's Fund”
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About Us 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.
Engineering at Ada 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.
The Role
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.
Role 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:
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.
About You
Outcomes
Benefits & Perks
Benefits At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
Perks
The above Benefits and Perks only apply to full-time, permanent employees.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
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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.