AI-Driven Support Strategy Lead (Remote)

Jobgether; United States; Remote; USD 130,000 - 170,000; Full time

Benefits offered by this job

Remote work in US

Shape AI-powered customer support

Ownership over support strategy

Job summary

Jobgether, listing on behalf of a partner, seeks a Digital Strategy Manager – Support Experience in the United States. The role aims to transform customer support into a strategic driver of satisfaction, retention, and efficiency through AI-powered automation and cross-functional collaboration.

You will analyze conversations and sentiment to identify issues, design intelligent support flows, and establish metrics to improve the customer journey across products.

Qualifications

• 5+ years in customer support or support operations.
• 2+ years operating an AI agent in production.
• Experience with Intercom and automation workflows.
• Strong understanding of customer-centered conversation design and brand standards.
• Experience building infrastructure for proactive issue detection and escalation.

Responsibilities

• Lead the Support Insights Program and track impact on CSAT and demand.
• Own CSAT performance and identify drivers of satisfaction.
• Design AI-powered support conversations and automate where possible.
• Establish proactive issue detection and escalation with Eng. teams.
• Standardize support metrics and reporting across product lines.
• Identify and implement efficiency improvements in support operations.
• Improve AI response quality in collaboration with Content teams.
• Prioritize deployments that boost AI deflection and CSAT.
• Translate data into actionable recommendations for executives.

Skills

AI-powered support

Cross-functional collaboration

Customer insights

Storytelling & communication

Data-driven decision making

Tools

Intercom

Job description

Jobgether, listing on behalf of a partner, seeks a Digital Strategy Manager – Support Experience in the United States. The role aims to transform customer support into a strategic driver of satisfaction, retention, and efficiency through AI-powered automation and cross-functional collaboration.

You will analyze conversations and sentiment to identify issues, design intelligent support flows, and establish metrics to improve the customer journey across products.