Customer Support Solutions Lead

Responsibilities

Build AI-Powered Support Experiences

• Implement, configure, launch, and continuously optimize AI-powered customer support solutions.
• Configure AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar tools.
• Build and tune intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs.
• Design experiments, measure resolution and deflection performance, identify failure modes, and improve AI effectiveness.
• Evaluate emerging technologies and prototype capabilities that improve customer or agent experiences.
• Apply judgment to determine when automation is appropriate and when human expertise is required.

Build and Optimize the Support Platform

• Administer and optimize Zendesk, including triggers, routing, business rules, queues, forms, integrations, permissions, workflows, and reporting.
• Simplify and improve the Zendesk environment while enabling AI and automation capabilities.
• Contribute to support technology architecture evolution and evaluate potential platform migrations.
• Translate future-state designs into implementation plans and execute configuration, workflow development, testing, and rollout.
• Ensure support technology is scalable, reliable, and designed around customer and agent needs.

Improve Processes and Operations

• Map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive work.
• Translate business problems into scalable workflows, systems, and automation.
• Use CSAT, resolution time, wait time, deflection, quality, and agent productivity metrics to identify opportunities and measure outcomes.
• Define success measures for AI, automation, and process changes, then continuously optimize based on results.
• Partner with Support, Product, Engineering, Revenue Readiness, Revenue Operations, Customer Success, Data, and technology vendors.

Requirements

• Hands-on experience implementing and optimizing AI-powered customer support solutions.
• Deep hands-on Zendesk administration experience, including triggers, routing, business rules, workflows, integrations, permissions, and reporting.
• Experience with one or more AI customer servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies.
• Experience designing and implementing operational workflows and process improvements.
• Experience building automations and configuring or integrating business systems.
• Strong understanding of customer support operations and appropriate use of automation and escalation.
• Experience using data to diagnose problems, prioritize opportunities, and measure solution effectiveness.
• Experience partnering with Product and Engineering teams to deliver new capabilities.
• Ability to work as a hands-on individual contributor and take problems from discovery through implementation.
• Curiosity about emerging technology and a bias toward experimentation and continuous improvement.

Nice to Have

• Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise customer support platform.
• Experience in complex or high-stakes customer service environments.
• Experience integrating AI servicing platforms with CRM, support, knowledge management, and other customer-facing systems.

Compensation

• Annual base wage range: $121,000.00–$151,000.00 for the New York City office.
• Compensation varies based on skills, relevant experience, and work location.
• Benefits and perks are provided under the company’s total rewards program.