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MNTN
Digital Strategy Manager - Support Experience
customer supportsupport operationsAIautomationIntercomcustomer satisfactionCSATproactive issue detectionbug trackingsupport insightssupport health metrics
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
5-10
Location
United States
Full job description
MNTN is hiring a Digital Strategy Manager - Support Experience to lead and enhance customer support operations. The role focuses on building a support insights program, driving customer satisfaction (CSAT), designing AI-augmented support conversations, establishing proactive issue detection with Engineering, standardizing support health metrics, and collaborating with support leaders to prioritize impactful solutions. Candidates must have 5+ years in customer support or support operations, including 2+ years managing AI agents in production, experience with Intercom automation, proactive issue detection infrastructure, strong analytical and storytelling skills, and an ownership mindset. This is a full-time remote position based in the United States.
What you'll do
- Build the Support Insights Program to turn conversations and sentiment into prioritized customer pain points for Product, Engineering, and Support leadership
- Own CSAT and design how to learn from customers across the support experience
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