Customer Support Process & Continuous Improvement Manager
Core
Redesign and optimize Customer Support processes for both Human and AI agents to improve customer experience and operational efficiency.
Role type
Senior Process & Continuous Improvement Manager
Builds
Long-term process strategy, operational frameworks, and continuous improvement roadmaps for a hybrid Human/AI support organization.
Domain
SaaS Customer Support, AI Operations, Process Optimization
Required skills
Process management, Continuous Improvement methodologies (Six Sigma, Kaizen), Project/Program management, Data analysis, Stakeholder influence, Cross-functional collaboration, SaaS tech stack configuration, AI/automation integration
Preferred skills
Experience with Salesforce CRM, Knowledge of Fin/Intercom platform, System integration expertise
Technologies
Salesforce, CRM systems, AI automation tools, Process harmonization platforms
Responsibilities
Redesign existing support processes from first principles, Build and maintain long-term process strategy and roadmap, Implement process control metrics and monitor KPIs, Turn conversation data into actionable insights for Product and Engineering, Partner with cross-functional teams to design end-to-end workflows, Lead transformation of workflows using AI and automation
Seniority
Senior, hands-on IC with strategic ownership
