Senior Analyst, Revenue Tools - Customer & Product Support
Skills
About the Role
You'll serve as the dedicated operations, process, and tooling partner to the Customer & Product Support function, acting as an unofficial member of the leadership team. You'll be the go-to expert for tooling questions, vendor escalations, and workflow optimization, helping the team scale support without sacrificing quality. You'll lead with an AI-first mindset, designing and optimizing AI agent conversation flows, triage logic, and handoff behaviors, while building runbooks, SOPs, and help center content that power deflection and self-service. You'll own and manage the support tech stack, including tools like Zendesk, Salesforce, Linear, and Slack, ensuring reliability and alignment with team needs, and you'll partner with vendors on troubleshooting and evaluating new capabilities. You'll analyze and enhance support processes, build integrations between systems, and design automated workflows with guardrails and exception handling. You'll also advise on strategic decisions, track metrics like automation rates, resolution rates, and CSAT, and drive initiatives that improve scalability and consistency across the organization.
Requirements
- Experienced operations professional with a background in support operations, program management, or systems administration
- Customer-first mindset with a track record of working through complex problems using AI, tooling, and systems
- Natural systems thinker who connects the dots across tools, teams, and workflows
- Technically comfortable with integrations, APIs, and workflow builders
- Data-driven operator who uses metrics like automation rates, deflection, resolution rates, and CSAT
- Strong cross-functional collaborator who can work with technical and non-technical stakeholders
- Highly organized with strong prioritization instincts
- Energized by change and continuously looking to improve team operations
Responsibilities
- Identify and implement AI-driven solutions and workflow automation to streamline operations and reduce manual effort
- Design and optimize AI agent conversation flows, triage logic, and handoff behaviors
- Configure and maintain AI support agent guidance, rules, and detection attributes
- Build and maintain internal runbooks, SOPs, and help center content
- Own and manage the support tech stack including Zendesk, Salesforce, Linear, and Slack integrations
- Serve as the team's first point of contact for tooling questions and troubleshooting
- Partner with vendors on resolving technical issues and evaluating new capabilities
- Evaluate the support tool stack against team needs and market options and execute changes
- Analyze and enhance support processes to improve efficiency and customer satisfaction
- Build and maintain integrations between support systems and adjacent tools
- Design, implement, and troubleshoot automated workflows including guardrails and exception handling
- Maintain and adjust SOPs as tooling and workflows evolve
- Advise and weigh in on Support-related strategic decisions related to automation, tooling, and process
- Partner with Support leadership to identify operational gaps and recommend solutions
- Track resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities
- Keep up-to-date with technological and support trends
Benefits
- Performance-based bonus
- Equity
- Generous benefits program