Related skills
salesforce saas intercom ai zendesk📋 Description
- Oversee customer support team performance and coaching.
- Own complex escalations and senior stakeholder comms.
- Drive CSAT, SLA, handle time and response improvements.
- Lead OKR programs and ops improvements across pods.
- Leverage AI-assisted tooling to surface trends.
- Partner with CX, KB, and Support Ops for scalable solutions.
🎯 Requirements
- 4+ years in a customer-facing SaaS role.
- 2+ years in people management (team leads or ICs).
- Experience owning KPIs like CSAT, SLA, handle time.
- Executive escalation handling with senior stakeholders.
- Data literacy and ability to interpret metrics.
- Experience with Intercom, Salesforce, Zendesk.
- Experience in high-growth SaaS or PLG environment (preferred).
- AI-assisted support tooling familiarity.
🎁 Benefits
- AI-native culture with focus on experimentation.
- Growth opportunities and autonomy.
- Cross-functional collaboration across departments.
- Ownership of your role with real impact.
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