Back to jobs
Job Description
- Own global support metric goals for assigned portfolios, consistently driving Customer Satisfaction (CSAT), Resolution Rate (RR), and Repeat Contact Rate (RCR).
- Attain 100% operational support readiness for upcoming product launches, partner segments, account migrations, and feature deprecations, collaborating with Product Experience (PE) PSMs.
- Scale Help Center success and leverage automated workflows (AWFs) to achieve a definitive reduction in overall regrettable contact volumes.
- Partner with engineering teams to pilot, deploy, and scale Generative Support Experience (GSE) capabilities and AI Agents to drive support efficiency and conversational quality.
- Triage and resolve executive or critical customer escalations within strict SLAs, systematically analyzing case data to log standard Process, Policy, Agent, and Tooling (PPPAT) fixes in the tracker.