AI-Driven Customer Support Process Lead

Fin; Dublin; Hybrid; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Fin, now part of Salesforce, is transforming customer support with an AI-first approach. You will redesign processes across Human and AI Support, align with leadership, and embed continuous improvement to raise customer experience.

You’ll own end-to-end process strategy, collaborate with regional leaders, and deliver measurable improvements using data and dashboards while leveraging Salesforce integrations and Intercom when appropriate.

Qualifikationen

• 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.
• Hands-on with SaaS tech stack and CRM such as Salesforce.
• Experience with AI and automation.

Aufgaben

• Challenge and redesign existing processes; partner with Customer Support leadership to enable bold changes.
• Own and evolve the framework for reviewing, prioritising and implementing Support processes and workflows.
• Build a long-term process strategy and roadmap for Support across Human and AI.
• Own the Continuous Improvement strategy for Support across Human and AI.
• Present clear proposals to leadership and act with autonomy.
• Collaborate with cross-functional teams to design end-to-end processes and ensure customer experience across boundaries.

Kenntnisse

Customer Support

Process improvement

Data analysis

CRM systems (Salesforce)

AI/automation

Six Sigma

Kaizen

Ownership

Stakeholder collaboration

Tools

Salesforce

Intercom

Jobbeschreibung

Fin, now part of Salesforce, is transforming customer support with an AI-first approach. You will redesign processes across Human and AI Support, align with leadership, and embed continuous improvement to raise customer experience.

You’ll own end-to-end process strategy, collaborate with regional leaders, and deliver measurable improvements using data and dashboards while leveraging Salesforce integrations and Intercom when appropriate.