Digital Strategy Manager - Support Experience

Digital Strategy Manager Support Experience

The Digital Strategy Manager Support Experience will transform customer support into a strategic driver of customer satisfaction, operational efficiency, and long-term retention. This role combines customer insights, AI-powered automation, and cross-functional collaboration to improve how support is delivered across multiple products. You will analyze customer conversations and sentiment to identify recurring issues, prioritize improvements, and influence product development. Working closely with Support, Product, Engineering, and Content teams, you will design intelligent support experiences that resolve issues efficiently while preserving a high-quality, human-centered customer journey. You will also establish consistent performance metrics and proactive issue-detection processes to help teams identify problems before they escalate. This is an opportunity for an experienced support operations professional to shape AI-enabled service delivery and create measurable business impact in a fast-moving technology environment.

Accountabilities

• Build and lead the Support Insights Program: Turn customer conversations, feedback, and sentiment into actionable insights that help Support, Product, Engineering, and business leaders prioritize improvements based on customer impact. Track resulting changes and measure their effect on support demand and customer experience.
• Drive customer satisfaction: Own customer satisfaction (CSAT) performance and identify the operational, technological, and experiential factors that influence it. Collaborate with Revenue, Platform Experience, Engineering, and other stakeholders to continuously improve the customer journey.
• Design and optimize AI-powered support conversations: Develop customer-centered conversation flows that automate issues AI can resolve accurately while escalating complex or sensitive cases to human support when necessary. Expand automation capabilities through data connectors and integrations developed in partnership with Engineering.
• Establish proactive issue detection: Create workflows, tools, alerts, and escalation paths that connect customer support signals with Engineering teams. Use customer sentiment and recurring support issues to identify potential bugs early, improve escalation processes, and monitor time to resolution.
• Standardize support health metrics and reporting: Establish consistent definitions, dashboards, and reporting standards across all product lines so that Support leaders and business stakeholders can make decisions using reliable, comparable data.
• Improve support operations: Partner with Support leaders to diagnose operational challenges, identify inefficiencies, evaluate potential solutions, and prioritize initiatives according to business impact and implementation effort.
• Improve AI response quality: Collaborate with Content teams to strengthen AI-generated responses, maintain brand consistency, and ensure automated guidance complements existing customer-facing content.
• Prioritize high-impact deployments: Recommend and implement initiatives that improve AI deflection, reduce human support demand, increase CSAT, and strengthen AI-agent customer experience scores.
• Measure and communicate results: Establish performance baselines and track progress over time, translating operational data into clear recommendations and measurable improvements in customer experience, efficiency, and retention.

Requirements:

• At least 5 years of experience in customer support or support operations, with a proven record of implementing solutions that measurably improve resolution outcomes, support demand, or customer satisfaction.
• At least 2 years of experience operating an AI agent in a production environment that resolves customer conversations.
• Hands-on experience designing, implementing, and optimizing support automation using Intercom, including Fin, workflows, and data connectors, or a comparable platform.
• Strong understanding of customer-centered conversation design, brand standards, and the principles of delivering consistent, high-quality digital support experiences.
• Experience building infrastructure for proactive issue detection and escalation to Engineering, including alerting systems, workflows, and bug-tracking processes.
• Ability to interpret customer conversations, sentiment, and operational data to identify recurring problems and generate insights that influence product improvements and team decisions.
• Strong analytical skills, with the ability to define meaningful support performance metrics, develop reporting independently, and collaborate with internal reporting teams when needed.
• Excellent storytelling, presentation, and communication skills, including the ability to turn complex findings into clear recommendations that align executives and cross-functional stakeholders.
• Demonstrated ownership, sound judgment, and prioritization skills, with the ability to manage competing requests and drive multiple initiatives from planning through implementation.
• Strong relationship-building and collaboration skills, particularly when working with Support, Product, Engineering, and Content teams.
• A proactive, customer-focused mindset and the ability to balance automation, operational efficiency, and a high-quality human support experience.

Benefits:

• Remote work opportunity based in the United States.
• Opportunity to shape the future of AI-powered customer support and digital service experiences.
• A role with meaningful ownership over support strategy, automation, performance measurement, and customer experience improvements.
• Cross-functional collaboration with Support, Product, Engineering, Content, and business leadership.
• The opportunity to influence product development by translating customer insights into actionable improvements.
• An innovation-focused environment that uses AI to enhance efficiency while maintaining a people-first approach.
• Note: The original job description does not specify salary, healthcare coverage, paid time off, equity, or other detailed compensation and benefits.