Manager, Customer Experience

We are seeking a hands-on Manager of CX to establish and evolve the operational foundation for a highly technical, engineer-led support organization.

This role will focus on bringing clarity and structure to complex support workflows, building reliable reporting and metrics, and improving how support insights inform product and engineering decisions. While this role includes strategic ownership of the support operations roadmap, success will come from the ability to operate close to the work, understanding how issues are solved and designing systems that support that reality.

Unlike high-volume support environments, our team handles complex, domain-specific issues that require deep expertise. The ideal candidate is comfortable operating in environments where problems are nuanced, workflows are not fully standardized, and improvements require thoughtful design rather than heavy-handed automation.

We are also beginning to introduce AI-enabled capabilities such as knowledge generation and intelligent intake to support both customers and engineers. This role will help ensure these tools are implemented thoughtfully enhancing, not oversimplifying, complex support workflows.

This role will partner closely with Support, Product, Engineering, Customer Success, and IT to improve visibility, consistency, and effectiveness across the support experience.

Key Responsibilities

Strategy & Planning

Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals

Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility)

Balance short-term stabilization needs with longer-term improvements in systems, data, and processes

Systems & Tools (Service Cloud)

Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform

Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions

Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows

Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity

Partner with internal teams and external partners to maintain data integrity and system reliability

Support Workflow & Structure

Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice

Improve case intake, categorization, and routing to better align with product areas and team expertise

Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value

Metrics & Analytics

Define and implement a core set of support metrics that reflect both operational health and customer impact

Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points

Translate support activity into actionable insights for Product and Engineering

Enablement & Process Improvement

Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams

Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases

Identify opportunities to reduce friction in workflows while respecting the complexity of the work

Introduce improvements incrementally, with a focus on adoption and real impact

Cross-Functional Collaboration

Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable

Help establish feedback loops that connect customer issues to product improvements

Partner with leadership on prioritization of operational and product-related improvements

Leadership & Team Development

Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth

Provide clarity, prioritization, and direction in an evolving environment

Operate as the primary owner of support operations, influencing without authority across experienced teams

Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership

Partner closely with Support leadership to align team priorities, capacity, and outcomes to business needs

Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes

Qualifications

8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment

Experience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability development

Experience working closely with technical support or support engineering teams

Demonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and execution

Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data

Interest in applying emerging technologies (including AI) to improve support workflows and knowledge management

Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting)

Experience with either Forethought or Agentforce.

Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendations

Ability to operate both strategically and tactically

Some Travel may be required for company meetings and industry events

What Success Looks Like

Clear, trusted visibility into support demand and performance

Improved alignment between support work and product/engineering priorities

More consistent and structured support workflows without reducing effectiveness

A support system that is understandable, maintainable, and adaptable over time

Innovative use of modern tools to increase team capacity and improve the customer experience