Senior Manager, Learner & Client Support
Core
Design and own the end-to-end support operating model, infrastructure, and strategy for a multi-sided platform serving learners, coaches, and employers in the AI upskilling sector.
Role type
Senior Manager, Support Operations & Strategy (Build)
Builds
Support operating model, Intercom workflow architecture, AI resolution roadmap, and knowledge management systems.
Domain
EdTech / AI / Workforce Upskilling
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Support operations strategy, service design, Intercom platform expertise, program management, stakeholder management, metric framework design, cross-functional leadership
Preferred skills
Knowledge management practice, education/workforce development experience, familiarity with Linear/Guru/Slack, revenue protection case building
Technologies
Intercom, Linear, Guru, Slack
Responsibilities
Design support experience from first principles for multiple stakeholder types; configure Intercom workflows, taxonomies, and SLAs; define AI resolution roadmap and knowledge standards; build metric frameworks for quality and retention; lead cross-functional escalation and root-cause analysis; coach technical specialists and knowledge managers.
Seniority
Senior, hands-on IC with strategic ownership
