Staff Domain Expert, Customer Support
Core
Serve as the domain expertise and product management engine for Workato's Customer Support AI agents and apps, translating deep knowledge of CX and service operations into production-grade AI solutions.
Role type
Staff Domain Expert (Product Management & AI Strategy)
Builds
Production-grade AI agents and apps for Customer Support, Service Delivery, and CX functions
Domain
Enterprise SaaS / AI / Customer Experience (CX)
Deliverable
production ML models | product features
Required skills
Customer Support operations expertise, CX strategy, AI agent development, PRD authorship, enterprise sales influence, ITSM workflow knowledge
Preferred skills
Workato platform experience, Salesforce Service Cloud/Zendesk/ServiceNow familiarity, LLM/agentic workflow platform experience
Technologies
Workato, Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk
Responsibilities
Lead discovery of Customer Support AI use cases via customer engagement and internal research; Author PRDs and shepherd concepts to production deployment; Run targeted AI workshops with top accounts to accelerate adoption; Partner with internal teams to translate customer learnings into business strategy; Collaborate with Sales and Customer Success to land AI use cases; Develop AI thought leadership and enablement materials for selling to CX/ITSM personas
Seniority
Staff, hands-on IC with strategy & mentorship