Digital Support Transition Manager

Autodesk; Montreal; On-site; CAD 90,000 - 130,000; Full time

Job summary

Autodesk is seeking a proactive Digital Support Transition Manager to enhance customer experiences by overseeing the transition from chat support to Technical Support Agents. Ideal candidates will have a strong background in technical support, excellent communication skills, and collaborative abilities to drive process optimization.

Qualifications

• Experience in digital support operations or management is essential.
• Strong understanding of chatbot technologies and workflows.
• Ability to work collaboratively with IT teams.

Responsibilities

• Optimize the transition of inquiries from chatbot to agents.
• Collaborate with IT on chat routing mechanisms.
• Enhance the customer experience through process improvements.

Skills

Problem-solving

Analytical skills

Communication

Stakeholder engagement

Project management

Education

7+ years in technical support or customer service management

Tools

CRM

Chat support tools

Support ticketing tools

Job description

We are seeking a proactive and strategic Digital Support Transition Manager to oversee the seamless handoff of customer interactions from digital chatbot support to Technical Support Agents to reduce the assisted support cases by improving self-service solutions. This role will drive collaboration between Digital and Assisted Support teams to enhance knowledge base content, AI responses, automation, and self-service capabilities. It will ensure that transferred chats reach the appropriate teams with the necessary context for efficient resolution. The ideal candidate will collaborate closely with IT and support teams to optimize the handover process, and enhance overall customer experience.

Location : At a commutable distance from any Autodesk office globally, EMEA or AMER timezone.

Responsibilities

• Seamless Transition to Assisted Support : Oversee and optimize the transition of customer inquiries from chatbot interactions to live Technical Support Agents, ensuring a smooth and efficient handoff
• Ensure that complex or high-impact issues are routed efficiently to technical support agents while minimizing unnecessary escalations
• Collaboration with IT & Support Teams : Work with IT to refine chat routing mechanisms, ensuring inquiries are directed to the correct teams for faster resolution. Work closely with Digital and Assisted Support teams to enhance knowledge base articles, video content, chatbot responses, and automation strategies
• Contextual Information Transfer : Ensure that support agents receive complete and relevant details from chatbot conversations to minimize repetitive questioning and improve resolution times
• Process Improvement & Agent Enablement : Support technical support teams by streamlining workflows, reducing inefficiencies, and implementing best practices for assisted support interactions
• Enable & Support Agents : Assist technical support teams with process changes, ensuring they are equipped with the latest tools, best practices, and necessary training
• Customer Experience Enhancement : Continuously identify and address pain points in the digital-to-agent transition to create a seamless customer support journey
• Automation & AI Integration : Collaborate with automation teams to refine chatbot responses, ensuring they effectively triage inquiries before reaching human agents
• Proactive Issue Resolution : Identify patterns in customer issues and drive the implementation of self-healing solutions to reduce repeat incidents
• Performance Monitoring & Reporting : Track key metrics related to chatbot-to-agent handoffs, analyze trends, and implement data-driven improvements to optimize efficiency
• Knowledge Sharing & Documentation : Maintain clear documentation of chatbot processes, agent workflows, and best practices to drive consistency and operational excellence

Minimum Qualifications

• 7+ years of experience in technical support, digital support operations, or customer service management
• Strong understanding of chatbot technologies, live support workflows, and digital customer service platforms
• Proven ability to collaborative effectively with IT and support teams to refine chat transfer mechanisms, enhance knowledge management and automation processes
• Exceptional problem-solving & analytical skills to identify trends and a proactive approach to process optimization
• Excellent communication, project management and stakeholder engagement skills

Preferred Qualifications

• Experience with AI-driven support systems, automated chat routing, and technical support frameworks
• Background in SaaS, IT services, or enterprise technical support environments
• Familiarity with CRM, chat, and support ticketing tools

LI-MM2

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency / Transparence salariale

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here :

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