Own and advance the Support RevOps roadmap in close partnership with Support leadership
Build and optimize Salesforce Service Cloud case management — queues, SLAs, & escalations
Own Intercom configuration and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FIN
Support improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherence
Support auto/AI-QA initiatives: automated quality assurance and scoring of Support interactions
Reduce Support's reliance on Product and Data teams through self-serve reporting and integrations
Decrease time-to-answer and improve resolution rates for Support agents
Document scalable Support processes and enablement materials
Future-proof Support operations for continued growth

3+ years in revenue operations, support operations, or systems administration for a customer-facing team
Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration
Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus
Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting
Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement
Integration knowledge (APIs, webhooks, data connectors)
Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap
Cross-functional collaboration translating Support pain points into scalable systems
Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end
High-growth startup experience preferred

Product Manager, CX & Support Operations

Key skills