- Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over time
- Own the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys.
- Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership.
- Lead the training, optimization, and governance of Intercom’s AI tools to improve accuracy, deflection, and customer satisfaction
- Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide priorities
- Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management
Who You Are:
- 5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibility
- Hands-on expertise with In
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