- Manage, coach, and develop Customer Support agents through regular 1:1s, performance conversations, and career development plans.
- Build onboarding and ongoing training programs and hire and onboard new team members.
- Act as the final escalation point for complex technical and account issues.
- Lead customer communications during outages, incidents, and planned maintenance.
- Design, document, and improve Fin (Intercom) workflows, routing, automation, and AI agent performance.
- Track deflection and self-serve performance and use search and ticket data to identify content gaps.
- Partner with Product and Engineering to surface customer feedback, trends, and bugs and help prioritize them.
- Collaborate with Account Management, Sales, and Payment Operations on escalations, customer trends, and handoffs.
- Own and report on team KPIs, including CSAT, first response time, resolution time, SLAs, and QA scores.
- Identify inefficiencies and build scalable process improvements.
Project ManagementCross-functional collaboration