Senior Analyst, Revenue Tools – Customer & Product Support

Role Overview

• Lead with an AI-first mindset
• Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce manual effort for both our customers and team.
• Design and optimize AI agent conversation flows, triage logic, and handoff behaviors that create seamless transitions between AI and human support.
• Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality, tone, and inbound categorization.
• Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service.
• Own and manage the support tech stack (e.g., Zendesk, integrations with Salesforce, Linear, Slack, and knowledge tools), ensuring reliability, usability, and alignment with team needs.
• Serve as the team's first point of contact for tooling questions, troubleshooting, and routing to the right vendor or internal owner.
• Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools.
• Continuously evaluate the support tool stack against team needs and market options, recommending and executing changes where warranted.
• Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction.
• Build and maintain integrations between support systems and adjacent tools (e.g., Salesforce, Linear, Slack) that enable automated execution of routine transactional actions.
• Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution.
• Maintain and adjust SOPs as tooling and workflows evolve, ensuring what's written matches what's shipped.
• Ensure our tech is in harmony with broader company and cross-departmental processes.
• Operates as an embedded, unofficial member of the Support leadership team by advising, weighing in on decisions, and helping execute initiatives related to automation, tooling, and operational scale.
• Partner with Support leadership and cross-functional teams to identify operational gaps, recommend solutions, and drive initiatives that improve scalability and consistency.
• Contribute to AI and automation effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities.
• Keep up-to-date with technological and support trends to ensure we stay at the forefront of delivering a seamless customer support experience.

Requirements

• Experienced operations professional with a background in support operations, program management, or systems administration, and a genuine passion for operational excellence.
• Customer-first mindset with a track record of working through complex problems using AI, tooling, and systems to find scalable solutions.
• Natural systems thinker who connects the dots across tools, teams, and workflows to identify root causes and upstream fixes.
• Technically comfortable with integrations, APIs, and workflow builders, able to execute changes without relying on engineering for every task.
• Data-driven operator who uses metrics like automation rates, deflection, resolution rates, and CSAT to evaluate performance and drive iteration.
• Strong cross-functional collaborator who can work effectively with both technical and non-technical stakeholders and drive alignment toward a solution.
• Highly organized with strong prioritization instincts, able to manage multiple in-flight projects without losing detail or momentum.
• Energized by change, continuously looking for ways to raise the bar on how the team operates and delivers.

Benefits

• performance-based bonus
• equity
• generous benefits program