Program Manager, Customer Support Systems

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Requirements:

• 5+ years of experience managing Customer Support platforms (Intercom, Zendesk, Salesforce Service Cloud, Gladly, etc.). Experience with Intercom, specifically, is highly desired.
• User experience (UX) workflow design/optimization experience within CS platforms.
• Knowledge of, and experience with, Artificial Intelligence and chatbot tools in a CS environment.
• Familiarity with APIs, including the ability to integrate and troubleshoot them.
• Experience with webhooks to automate workflows between systems.
• Ability to work with databases or query tools (e.g., SQL basics).
• Basic scripting or coding skills (e.g. Python, JavaScript) for custom integrations or advanced troubleshooting.
• Strong problem-solving and analytical skills.
• Clear, proactive, and collaborative communication.
• Understanding of customer experience best practices and metrics.

Responsibilities:

• Own & administer Customer Support platforms (Intercom & other systems), ensuring optimal configuration and performance.
• Design, implement, and refine workflows that enhance the experience of the front-line Trailguides (Support Reps) and maximize AI performance and productivity.
• Train and guide AI systems to provide accurate, context-aware responses and outstanding experiences to customers.
• Monitor platform performance, identify gaps, and implement improvements to align with Scout Support KPIs.
• Collaborate with other teams at Scout Motors and the Support/Success teams at external partner SaaS companies to work on proactive messaging, platform improvements, & integrations.
• Act as a subject matter expert on Support technology, advising leadership on innovations and upgrades.
• Ensure platform scalability and flexibility as the Scout Support team grows.