AI-Driven Customer Support Process & Improvement Lead

Fin. The highest performing Customer Agent; Dublin; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Fin, now part of Salesforce, is seeking a strategic operator to redesign how Customer Support works across Human and AI support. You will define and execute a long-term process strategy, balancing day-to-day operations with bold, principled changes to improve the customer experience across channels.

You will lead continuous improvement, own metrics and dashboards, and partner with senior leaders to harmonise processes globally while delivering tangible impact in a large, AI-first support

Qualifications

• 4+ years in Customer Support or a customer-facing role
• 2+ years in process management or continuous improvement
• 2+ years in project or program management
• Experience with a complex SaaS tech stack and CRM systems (Salesforce)
• Experience using AI and automation to drive improvements
• Ability to influence and collaborate at all levels of the organization

Responsibilities

• Redesign and optimize customer support processes across Human and AI Support to improve the customer experience
• Own and evolve the framework for reviewing and implementing processes across teams
• Develop a long-term process strategy and roadmap for Support; balance quick wins with strategic changes
• Lead Continuous Improvement initiatives and set priorities across Human and AI support
• Partner with cross-functional teams to design end-to-end processes and clear ownership
• Establish process control metrics and dashboards to monitor health and performance

Skills

Process redesign

Continuous improvement

Project management

Data analysis

Cross-functional collaboration

Stakeholder management

Communication

Tools

Salesforce

Intercom

Job description

Fin, now part of Salesforce, is seeking a strategic operator to redesign how Customer Support works across Human and AI support. You will define and execute a long-term process strategy, balancing day-to-day operations with bold, principled changes to improve the customer experience across channels.

You will lead continuous improvement, own metrics and dashboards, and partner with senior leaders to harmonise processes globally while delivering tangible impact in a large, AI-first support