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Job Description
- Define and drive the support technology strategy, including AI strategy, tooling, and premium support options for users.
- Own AI troubleshooting tools including the connectivity troubleshooter, spanning activation, support pages, and other diagnostic tools for users.
- Manage user-facing AI surfaces including support surfaces, billing summaries, and related answers, while collaborating with the support organization to produce AI support responses for users.
- Deliver AI-enabled support tooling for agents, help them provide high-quality support experiences.
- Revamp product support policies, including compensation policies, travel limitations, support for users who get locked out of their account, and other situations.