Why we're looking for youOur Support organization is scaling fast, and our tooling needs to scale with it. We're architecting best-in-case infrastructure that makes it easy for our support agents to provide the best possible expereince to our customers - and we need a dedicated owner to shape and execute the Support RevOps roadmap. You'll scale our Service Cloud case management, own Intercom configuration and integrations, and partner directly with Support Managers and Directors to make every workflow faster and easier for our agents.
The impact you'll have- 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 and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FIN
- Support improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherence
- Support auto/AI-QA initiatives: automated quality assurance and scoring of Support interactions
- Reduce Support's reliance on Product and Data teams through self-serve reporting and integrations
- Decrease time-to-answer and improve resolution rates for Support agents
- Document scalable Support processes and enablement materials
- Future-proof Support operations for continued growth
Who you'll work with- Revenue Operations Manager, Customer Success
- Support leadership (Director of Support, Support Managers) for case management strategy and workflow design
- Customer Success leadership for cross-team process alignment
- RevOps/Salesforce development team for integration design and implementation
- Product/Data teams for Intercom data connectors and reporting
- Support agents as primary end users of the systems and workflows you build
What we're looking for- 3+ years in revenue operations, support operations, or systems administration for a customer-facing team
- Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration
- Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus
- Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting
- Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement
- Integration knowledge (APIs, webhooks, data connectors)
- Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap
- Cross-functional collaboration translating Support pain points into scalable systems
- Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end
- High-growth startup experience preferred
Pay and benefitsThe estimated base salary range for this role is $80,000 - $110,000 USD, plus a generous pre-IPO equity package. Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!
