Senior Support Operations Manager
Role Overview
As a Senior Support Operations Manager at DeepIntent, you will lead the strategic and operational aspects of the customer support systems. Your daily responsibilities include managing the helpdesk solution powered by Intercom, optimizing support workflows, and providing data-driven insights to enhance customer experience. This senior-level position will have a significant impact on improving customer satisfaction and operational efficiency across the organization.
Perks & Benefits
DeepIntent promotes a collaborative work culture with opportunities for career growth, particularly within Operations and Customer Experience. While specific remote work details are not mentioned, it is reasonable to assume a flexible remote setup typical of tech companies. You will have the chance to work closely with various teams, enhancing your skills and influence within the organization.
Full Job Description
DeepIntent is leading the healthcare advertising industry with data-driven solutions built for the future. From day one, our mission has been to improve patient outcomes through the artful use of advertising, data science, and real-world clinical data. For more information visit, www.DeepIntent.com. What you’ll do: We are seeking a Senior Support Operations Manager to provide strategic and operational leadership for the support systems and processes that power DeepIntent’s customer experience. In this role, you will be responsible for the success of the DeepIntent helpdesk solution powered by Intercom—driving the implementation and continuous improvement of scalable support workflows, translating data into actionable insights, and building AI-powered customer experiences. Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over timeOwn the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys.Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership.Lead the training, optimization, and governance of Intercom’s AI tools to improve accuracy, deflection, and customer satisfactionPartner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide prioritiesAct as the senior subject matter expert for Intercom, establishing best practices, documentation, and change managementWho You Are:5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibilityHands-on expertise with InPlease mention the word **UPBEAT** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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