Join a Support organization that uses data and AI to make customer help faster, clearer, and more effective. In this hybrid role in Mountain View, you will own AI-powered support tooling, build the metrics and dashboards that keep Support and CX aligned, and lead operational improvements through experiments, process design, and repeatable runbooks.
What you’ll do
- Define, track, and continuously refine Support metrics including ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort.
- Build and maintain dashboards and recurring reports in spreadsheets and BI tools (such as Sigma / Looker / Tableau) to surface performance trends and key risks for Support and CX leadership.
- Regularly present insights and recommendations to Support and CX leadership, connecting AI and automation initiatives to measurable outcomes.
- Operate AI-powered support tools (examples include Glean agents, internal copilots, routing and triage bots, AI-assisted macros, and deflection experiences), including configuration, monitoring, and ongoing improvement.
- Analyze agent and automation performance (resolution rate, handoff quality, mis-routes, downvotes) and run structured experiments on prompts, workflows, and routing rules to improve outcomes.
- Partner with Product, Engineering, and Data Science to scope and launch new AI use cases for Support such as intelligent routing, duplicate detection, auto-tagging, SLA risk prediction, and backlog forecasting.
- Ensure AI and automation rollouts include clear guardrails, runbooks, and monitoring, with human support workflows integrating smoothly with AI experiences.
- Lead special projects that improve Support productivity and customer experience, including queue designs, channel strategy updates, AI rollout pilots, and process re-designs.
- Own work-back plans, stakeholder alignment, risks, and communication for initiatives, ensuring delivery with clear success metrics.
- Design and run A/B tests and quasi-experiments with CX Ops and cross-functional stakeholders across macros, forms, flows, and AI experiences, quantifying impact on FRT, TTR, CSAT, deflection, and agent effort.
- Identify operational inefficiencies by analyzing workflows and ticket data, then recommend improvements across tools, queues, and channels.
- Document Support processes, SOPs, and runbooks; maintain an internal knowledge base and enablement content for Support tooling and AI features.
- Partner with Support leadership to define SLIs and SLOs for Support operations and AI tools, including alerting and actionable runbooks when thresholds are breached.
What you bring
- 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
- A record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) with measurable impact on retention, expansion, or health.
- Strong understanding of key post-sales metrics and leading indicators.
- Experience in high-growth or startup environments where you built structure in ambiguity.
- Curiosity and motivation to tackle process, workflow, and AI-related challenges.
- Systems thinking to map how tools, data, and processes fit together.
- Comfort running experiments and measuring impact, especially around AI and automation.
- Continuous learning with a habit of documenting, measuring, and refining practices as AI capabilities evolve.
Compensation & location
Location: Mountain View, CA (hybrid, 4 days a week in our Mountain View office).
Salary range: USD 120,000 - 175,000 per year. Compensation may vary based on location, level, and job-related knowledge, skills, and experience. Certain roles may also be eligible for variable compensation, equity, and benefits.
Tools you’ll use
- Sigma, Looker, Tableau, SQL
- Glean agents, internal copilots, routing/triage bots, macros with AI
- Deflection experiences, Zendesk bots
- Fin
Benefits
- Medical, Vision, and Dental coverage
- Generous time-off policy
- Opportunity to contribute to your 401k plan
- Home office improvement stipend
- Annual education and wellness stipends
- Healthy lunches daily
- Regular events
AI-first mindset
As part of the interview process, you’ll complete a brief AI-focused exercise or discussion to share how you think about, design, and use AI to drive impact in the role.
