AI-First Customer Support Processes Lead

Intercom; Dublin; Hybrid; EUR 95,000 - 125,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive benefits

Job summary

Fin, now part of Salesforce, is seeking a Customer Support Process & Continuous Improvement Manager in Dublin, Ireland. The role combines hands-on process design with strategic roadmapping to optimise both human and AI-assisted support, ensuring superior customer experiences across channels.

You will lead cross-functional initiatives, build dashboards, and embed continuous improvement across the organization, while collaborating with teams globally.

Qualifications

• 4+ years in customer support or customer-facing roles with process management experience.
• Strong technical ability with SaaS stacks and CRM like Salesforce.
• Experience with AI/automation to drive improvements; familiarity with Fin/Intercom is a plus.

Responsibilities

• Redesign how Customer Support operates across Human and AI Support.
• Own framework for reviewing, prioritising and implementing support processes.
• Develop long-term process strategy and roadmap for Support.
• Lead continuous improvement across Human and AI support.
• Partner with cross-functional teams to design end-to-end processes.
• Track impact with metrics and dashboards; ensure compliance.

Skills

Process improvement

Stakeholder management

Project management

SaaS

AI/automation

Data analysis

Tools

Salesforce

CRM systems

Data visualization tools

Job description

Fin, now part of Salesforce, is seeking a Customer Support Process & Continuous Improvement Manager in Dublin, Ireland. The role combines hands-on process design with strategic roadmapping to optimise both human and AI-assisted support, ensuring superior customer experiences across channels.

You will lead cross-functional initiatives, build dashboards, and embed continuous improvement across the organization, while collaborating with teams globally.