Digital Strategy Manager – Support Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the Support Insights Program by translating conversations and sentiment into prioritized actions based on customer pain and monitoring resulting changes.

• Take ownership of CSAT and the factors that enhance it throughout the support experience.

• Create support conversations, automate issues that AI can effectively resolve, and direct customers to human support when necessary.

• Enhance AI capabilities through data connectors developed in collaboration with the Engineering team.

• Implement proactive issue detection utilizing tools, workflows, escalation paths, and signals derived from customer sentiment.

• Standardize support health metrics and reporting across all product lines.

• Identify team challenges and inefficiencies, prioritizing solutions based on their impact and effort required.

• Collaborate with the Content team on the effectiveness of AI responses, customer interactions, and AI guidance.

• Propose and execute high-impact initiatives that enhance AI deflection, reduce human support demand, improve CSAT, and elevate AI agent customer experience scores.

⛳️ Requirements

• 5+ years of experience in customer support or support operations.

• Demonstrated success in delivering solutions that significantly improved resolution rates, support demand, or CSAT.

• 2+ years of experience managing an AI agent in production that effectively handles customer interactions.

• Practical experience in building and enhancing automation in Intercom (Fin, workflows, data connectors) or a comparable platform.

• Proficient in conversation design that aligns with brand standards and enhances customer experience.

• Experience in developing support infrastructure for proactive issue detection and escalation to Engineering, including alert systems, workflows, and bug tracking.

• Comprehensive understanding of supported customers, product offerings, and brand identity.

• Proven ability to convert conversations, sentiment, and data into actionable insights.

• Strong storytelling and presentation skills.

• Excellent analytical skills with the capability to define and create support health reporting.

• Sound judgment and a strong sense of ownership.

• Capacity to make decisions, prioritize competing demands, advance multiple initiatives to completion, and establish trusted relationships with leaders in Support, Product, and Engineering.

🏝️ Benefits

• People-first company culture.

• Recognized as one of Ad Age’s Best Places To Work in 2026.