Related skills
salesforce intercom jira excel zendesk📋 Description
- Track, analyze, and report CS performance; own KPIs; share insights with leadership.
- Define tooling requirements for Freshdesk and related tools; partner with IT for setup.
- Design workflows, automations, and processes to scale with growth and improve CX.
- Refine AI support strategy to deliver faster, more accurate help and improve agent efficiency.
- Hybrid role based out of Austin, Irvine, or Akron; contribute to CS strategy and outcomes.
- Partner with leadership to drive data-informed decisions across the customer lifecycle.
🎯 Requirements
- 5+ years in SaaS, ideally GTM or a customer-facing function.
- 3+ years in CS or CS Operations with workflows, escalations, and KPIs.
- Experience with Freshdesk or Zendesk/ServiceNow; define requirements with tech teams.
- Strong analytical skills; translate data and insights into actionable recommendations.
- Proven ability to scope, design, and implement lifecycle process and system improvements.
- Strong PM skills; end-to-end initiatives; advanced Excel/Sheets/BI.
🎁 Benefits
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity option grant
- Unlimited PTO + company holidays
- Wellness initiatives
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