Product Manager, CX & Support Operations
New
O
Owner.comSMB Software
Remote - United States; Secondary Locations: Remote - CanadaFull-TimeManager
Salary80,000 - 110,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- AgileRESTful APIs
Requirements
- 3+ years in revenue operations, support operations, or systems administration
- Deep, hands-on Intercom expertise
- Strong Salesforce Service Cloud experience
- Support domain knowledge (ticketing, case lifecycle, SLAs)
- Integration knowledge (APIs, webhooks, data connectors)
- Experience working on an Agile team
- High-growth startup experience preferred
Responsibilities
- Own and advance the Support RevOps roadmap in close partnership with Support leadership
- Build and optimize Salesforce Service Cloud case management (queues, SLAs, escalations)
- Own Intercom configuration: workflows, custom apps, data connectors, and FIN
- Support improvements to Assembled (Workforce Management System)
- Support auto/AI-QA initiatives for interaction scoring
- Reduce reliance on Product and Data teams through self-serve reporting
- Document scalable Support processes and enablement materials
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