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 initiatives.

• Discover and implement AI-powered solutions and workflow automation to enhance operations, create deflection strategies, and minimize manual tasks for both our customers and team.

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

• Configure and sustain AI support agent guidance, rules, and detection parameters to elevate response quality, tone, and categorization of inbound inquiries.

• Develop and manage internal runbooks, standard operating procedures (SOPs), and help center materials that support deflection and self-service initiatives.

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

• Act as the primary point of contact for the team regarding tooling inquiries, troubleshooting, and directing issues to the appropriate vendor or internal resource.

• Collaborate with vendors to resolve technical challenges, assess new functionalities, and ensure that we are utilizing the most effective and current versions of our tools.

• Regularly review the support tool stack in relation to team requirements and market alternatives, suggesting and implementing changes as necessary.

• Evaluate and improve support processes to boost efficiency, enhance agent productivity, and increase customer satisfaction.

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

• Design, execute, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to guarantee safe and dependable execution.

• Update and modify SOPs as tools and workflows evolve, ensuring that documentation aligns with delivered solutions.

• Ensure our technology aligns with broader company and inter-departmental processes.

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

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

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

• Stay informed about technological advancements and support trends to ensure we remain leaders in delivering a seamless customer support experience.

⛳️ Requirements

• Seasoned operations professional with experience in support operations, program management, or systems administration, coupled with a genuine commitment to operational excellence.

• Customer-centric mindset with a proven history of navigating complex challenges using AI, tools, and systems to develop scalable solutions.

• Innate systems thinker who connects various tools, teams, and workflows to uncover root causes and implement upstream fixes.

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

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

• Strong cross-functional collaborator who effectively engages both technical and non-technical stakeholders to foster alignment toward solutions.

• Highly organized with excellent prioritization skills, able to manage multiple ongoing projects while maintaining attention to detail and progress.

• Motivated by change, consistently seeking opportunities to elevate team operations and outcomes.

🏝️ Benefits

• Performance-based bonus

• Equity

• Generous benefits program