Staff Domain Expert, Customer Support

Workato; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Workato is seeking a talented Staff Domain Expert in Customer Support to enhance their AI Business Solutions team. The successful candidate will leverage customer engagement to lead the development and implementation of AI agents that improve customer outcomes. This role requires a deep understanding of customer support technology, with at least 7 years of experience in relevant fields.

The ideal candidate will oversee AI workshops, develop customer stories, and partner with various teams to ensure successful implementation of solutions. Responsibilities also include authoring product requirements to guide the deployment of these AI solutions.

Qualifications

• 7+ years in customer-facing roles focused on Customer Support or CX.
• Deep understanding of customer support technology and workflows.
• Hands-on experience with automation and AI solutions in support.

Responsibilities

• Lead discovery of AI agent concepts for Customer Support.
• Develop PRDs and manage deployment for AI tools.
• Conduct AI workshops with top customers to promote adoption.

Skills

Customer Support expertise

AI solutions delivery

Customer Engagement

Integration with platforms

Tools

Salesforce Service Cloud

Zendesk

ServiceNow

Workato

Job description

Responsibilities

We are looking for an exceptional Staff Domain Expert, Customer Support to join our growing AI Business Solutions team. In this role, you will serve as the domain expertise and product management engine for Workato's Customer Support AI agents and apps — translating deep knowledge of CX, service operations, and support workflows into production‑grade AI agents and apps that drive measurable customer outcomes. You will also be responsible for:

• Leading the discovery and capture of Customer Support‑domain AI agent and app concepts through customer engagement, field collaboration, and internal research — building a library of high‑value AI use cases across support, service delivery, and CX functions
• Authoring PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment
• Running targeted AI workshops with top Customer Support accounts — facilitating hands‑on sessions that accelerate AI agent adoption and produce referenceable, production‑grade customer outcomes
• Partnering with Workato's internal teams to bring learnings from customer engagements back to the business — ensuring Workato itself is the leading example of what AI transformation looks like in practice
• Collaborating with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion
• Developing Customer Support‑specific AI thought leadership, POVs, and customer stories that demonstrate Workato's impact across service and CX organizations
• Working with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas

Qualifications / Experience / Technical Skills

• 7+ years in a customer‑facing or domain specialist role with a Customer Support or CX focus (e.g., support operations, service delivery, ITSM, or solutions consulting for CX/support technology)
• Deep understanding of Customer Support technology, workflows, and personas (VP CX, Head of Support, ITSM leads, CS Ops) across multiple industries
• Experience scoping and delivering automation or AI solutions in support environments; familiarity with tools such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk, or similar
• Experience with AI tools, large language models, or agentic workflow platforms; hands‑on experience with Workato (AI agents, automation recipes, integration platforms) is a strong plus
• Ability to translate business problems into structured product requirements (PRD authorship or equivalent)
• Proven track record influencing revenue — through quota‑carrying roles, pipeline generation, or expansion in a customer‑facing capacity
• Located in North America with flexibility to travel

Soft Skills / Personal Characteristics

• Ownership mindset — operates end-to-end from concept capture to production deployment with no handoff gaps
• Velocity over consensus — iterates fast, finds the gaps, and acts on the growth edge rather than waiting for everyone to align
• Customer‑first — every use case starts and ends with a real customer problem; outcomes over optics
• Comfortable building in ambiguity — creates new playbooks rather than fitting into established ones
• Communicates credibly with senior buyers — can engage VPs of CX, Heads of Support, and service leaders as a peer and hold the room
• 10X thinker — identifies bets that 10x customer value, not incremental improvements

Job Req ID: 2669