The Role

The Support Operations Lead will report to the Senior Support Operations manager and will be a part of our world-class RevOps team. You will be the expert in managing and optimizing our support platform (Intercom) to enhance customer support interactions, product engagement and support agent operations. You will work with Support leadership to improve key performance metrics, the efficacy of AI-driven customer interactions, customer experience, and operational efficiency. 

Responsibilities

Support Tech Stack Ownership and Expertise:

- Serve as the primary point of contact for all GTM-related inquiries and requests regarding our customer-facing system, Intercom, ensuring timely and effective responses.

- Employ a structured product development methodology to manage the intake, solutioning, and documentation of requests, ensuring clear communication and efficient project management.

- Develop a comprehensive understanding of Intercom functionalities and become the primary resource for troubleshooting, enhancements, and strategic usage of the platform.

- Work closely with cross-functional teams, including product development, marketing, and customer service, to align strategies and enhance tool efficacy.

- Provide insights and regular feedback to senior management and team members on project status, achievements, and areas for improvement.

Elevate and Automate the Customer Experience:

- Enhance the capabilities and efficacy of our AI chatbot.

- Identify and eliminate high-effort customer interaction paths and develop tailored automated responses to common queries to streamline the customer journey.

- Collaborate with the Knowledge Base team to refine and optimize help content, ensuring it supports user self-service and automated tools' effectiveness.

Drive Proactive Support

- Analyze user behavior and engagement data to identify opportunities for proactive interactions that enhance user experience and product utilization.

- Collaborate with product and marketing teams to synchronize efforts that drive user engagement through targeted, meaningful communication strategies.

- Manage touch points along the customer journey at a user and account level, delivering Support touch points at the appropriate time in their buyer and user journey based on role/persona.

Optimize Customer Support Processes:

- Enhance the efficiency of customer support operations, focusing on reducing response and resolution times while increasing the efficiency of ticket handling through intelligent use of automation technologies.

- Continuously analyze performance metrics and processes to identify areas for further improvement and automation potential.

About You

• 3 years in GTM Ops, strong preference in Support function
• Support stack experience ≥3 years, Intercom experience a very strong plus
• Experience building chatbots with a focus on creating seamless and effortless interactions
• Experience integrating a support tool with other support tech stack tools (e.g. salesforce, knowledgebase, quality assurance, workforce management)
• Project management experience - have led mid-scale projects/system roll-outs with well-defined project and communication plan
• Highly collaborative and possess high EQ - can work with various levels of cross-functional stakeholders - setting expectations and and pushing back when needed

*This role is open to those authorized to work in the US and Canada.