The opportunity
The User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What you'll do
Build and scale live support programs, including real-time customer support channels
Define customer journeys, routing and escalation paths, service standards,: coverage needs, and team-readiness requirements.
Partner with Support Delivery, Product, Engineering, Data, and other: cross-functional teams to align on tools, processes, and customer experience.
Identify opportunities to improve support quality, response times, capacity, and operational efficiency.
Help establish the staffing, training, and operational mechanisms needed to: support new live-support capabilities.
Use AI and automation thoughtfully to improve agent workflows while: preserving a high-quality human support experience.
What they're looking for
- Track program performance and translate operational insights into clear recommendations for leadership.
- Have 8+ years of experience in program management, customer support, support: operations, service delivery, or related fields.
- Have experience launching, building, or scaling live support teams or: programsUnderstand how to design scalable support operations, including service quality, escalation management, staffing readiness, and customer experience.
- Are comfortable partnering with technical and nontechnical teams to launch: new capabilities and solve operational challenges.
