Manager, Customer Operations and Support

Requirements

• Own and Implement Systems: Enhance Support tools (e.g., Fin) and implement other technology systems across the Customer organization, with a bias toward AI features and capabilities.
• Manage Human and AI Customer Support Agents: Actively manage agents to ensure they are trained, supported and able to give our customers the highest level of success.
• Maintain and Expand Knowledge Base: Ensure the knowledge base is clear, expansive and up-to-date, as it is the foundation for all of our AI processes.
• Be a Product Expert: Master all aspects of the Product, including features, integrations and edge cases.
• Analyze & Act on Data: Monitor individual customer responses and themes across the portfolio to inform gaps to be addressed, then address those gaps. Surface reports and insights across the business.
• Collaborate Cross-Functionally: Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy.

Benefits

• Attractive salary package commensurate with experience and skill level
• Comprehensive healthcare coverage and other benefits
• Opportunities for professional growth in a fast-paced tech environment
• Stock options that offer a stake in our success
• Annual stipends for hotel stays and travel