Digital Strategy Manager - Support Experience
Core
Design and automate customer support conversations, build a support insights program to drive product improvements, and establish proactive issue detection to reduce support demand.
Role type
Senior IC Digital Strategy Manager (Support Experience)
Builds
Support insights program, automated conversation flows, proactive issue detection workflows, and standardized support health metrics.
Domain
Connected TV advertising / Customer Support Operations / AI Automation
Required skills
Customer support operations strategy, AI agent design and automation, Intercom platform expertise, proactive issue detection workflows, data analysis and reporting, executive storytelling, cross-functional partnership, product prioritization.
Preferred skills
Experience with AI deflection metrics, CSAT optimization, engineering collaboration on bug tracking.
Technologies
Intercom, AI agents, data connectors, bug tracking tools.
Responsibilities
Build the Support Insights Program to turn conversations into prioritized product improvements; Drive Customer Satisfaction by owning CSAT and designing learning loops; Design the Support Conversation Experience by automating AI resolutions and human handoffs; Establish Proactive Issue Detection by connecting support sentiment to Engineering workflows; Standardize Support Health Metrics and Reporting across all product lines; Collaborate with Support Leaders to diagnose inefficiencies and prioritize solutions.
Seniority
Senior, hands-on IC
