Senior Analyst, Revenue Tools – Customer & Product Support

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

📋 Description

• Lead with a focus on AI-driven strategies.

• Identify and implement AI-based solutions and workflow automation to enhance operations, create deflection mechanisms, and minimize manual tasks for our customers and team.

• Design and refine AI agent conversation flows, triage logic, and handoff procedures that facilitate smooth transitions between AI and human support.

• Configure and sustain AI support agent guidance, rules, and detection attributes to enhance response quality, tone, and categorization of incoming requests.

• Develop and maintain internal runbooks, standard operating procedures (SOPs), and help center content that enable deflection and self-service.

• Oversee and manage the support technology stack (e.g., Zendesk, Salesforce integrations, Linear, Slack, and knowledge management tools), ensuring reliability, usability, and alignment with team requirements.

• Act as the first point of contact for the team regarding tool-related inquiries, troubleshooting, and directing issues to the appropriate vendor or internal owner.

• Collaborate with vendors to resolve technical issues, assess new capabilities, and ensure our tools are updated and effective.

• Continuously assess the support toolset against team needs and market alternatives, recommending and implementing changes as necessary.

• Analyze and enhance support processes to boost efficiency, agent productivity, and customer satisfaction.

• Build and maintain integrations between support systems and adjacent tools (e.g., Salesforce, Linear, Slack) that facilitate automated execution of routine transactions.

• Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution.

• Maintain and update SOPs as tools and workflows evolve, ensuring documentation aligns with current practices.

• Ensure our technology aligns with broader company and interdepartmental processes.

• Function as an embedded, unofficial member of the Support leadership team by providing advice, contributing to decision-making, and assisting in the execution of initiatives related to automation, tooling, and operational scalability.

• Collaborate with Support leadership and cross-functional teams to identify operational gaps, propose solutions, and drive initiatives that enhance scalability and consistency.

• Contribute to monitoring AI and automation effectiveness by tracking resolution rates, automation rates, customer satisfaction (CSAT), and escalation patterns to identify areas for improvement.

• Stay informed on technological and support trends to ensure we remain at the forefront of delivering an exceptional customer support experience.

⛳️ Requirements

• Experienced operations professional with a background in support operations, program management, or systems administration, with a true passion for operational excellence.

• Customer-centric mindset with a proven record of tackling complex problems using AI, tools, and systems to develop scalable solutions.

• Naturally inclined systems thinker who connects various tools, teams, and workflows to identify root causes and implement upstream fixes.

• Technically adept with integrations, APIs, and workflow builders, capable of executing changes independently without relying on engineering for every task.

• Data-driven professional who leverages metrics such as automation rates, deflection, resolution rates, and CSAT to assess performance and drive improvements.

• Strong collaborator across functions who can effectively engage with both technical and non-technical stakeholders, fostering alignment toward solutions.

• Highly organized with strong prioritization skills, capable of managing multiple ongoing projects without losing attention to detail or momentum.

• Motivated by change, always seeking ways to elevate the team's operational effectiveness and delivery.

🏝️ Benefits

• Performance-based bonus

• Equity

• Generous benefits program