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MNTN is seeking a Digital Strategy Manager for Support Experience to elevate customer support into a strategic business advantage. This role owns the end-to-end support experience, from designing customer conversations and automating resolution through AI to building insights that drive product improvements and operational efficiency.
Key responsibilities include:
**Support Insights & Strategy**: Build a support insights program that transforms customer conversations and sentiment into prioritized feedback for Product, Engineering, and leadership. Track the impact of changes on customer satisfaction and business outcomes.
**Customer Satisfaction Ownership**: Own CSAT metrics and all levers that influence them. Design how the company learns from customers across the support experience, partnering with Revenue, Platform Experience, and Engineering teams.
**Conversation Design & Automation**: Design support conversations with customer empathy—automating what AI can resolve accurately while bringing humans in fast when needed. Expand AI capabilities through data connectors built with Engineering.
**Proactive Issue Detection**: Establish the foundation connecting support and Engineering on bugs, including tooling, workflows, and escalation paths that use customer sentiment as an early-warning signal.
**Support Health Metrics**: Standardize support health metrics and reporting across all products so support leaders and product lines operate from consistent data.
**Cross-functional Collaboration**: Diagnose team problems and inefficiencies, recommend right-sized solutions, and prioritize work by impact and effort. Partner with Content on AI response efficacy.
**Business Impact Prioritization**: Recommend and deliver the highest-impact deployments that move AI deflection, human support demand, CSAT, and AI agent CX scores.
Success is measured by: a support insights program the business relies on with visible product improvements; automation reducing support demand across product lines; one trusted definition of support health; proactive issue detection driven by customer sentiment; and measurable, sustained efficiency gains quarter over quarter.
**Requirements**:
- 5+ years in customer support or support operations with a proven track record of delivering solutions that measurably improved resolution, support demand, or CSAT
- 2+ years running an AI agent in production that resolves customer conversations
- Hands-on experience building and improving automation in Intercom (Fin, workflows, data connectors) or similar platform, with conversation design grounded in brand standards and customer experience
- Experience building support infrastructure for proactive issue detection and escalation to Engineering (alerting, workflows, bug tracking)
- Deep understanding of customers, product, and brand; track record of turning conversations, sentiment, and data into actionable insights
- Strong storytelling and presentation skills; ability to turn complex findings into clear narratives that build alignment and move executives without relying on authority
- Strong analytical skills and judgment to define support health reporting; ability to build reporting independently or partner with internal teams
- Sound judgment and ownership mindset; ability to make decisions, prioritize competing requests, drive initiatives to completion, and build trusted relationships with Support, Product, and Engineering leaders
