Technical Support Specialist

MoneyLion; Helena (MT); On-site; USD 70,000 - 95,000; Full time

Job summary

Gen is seeking an experienced Journey Specialist to support the customer experience within the assigned journey (Technical Issues). You will act as a SME, driving continuous improvement, containment, automation performance, and CSAT while raising actionable change requests for the Build Program.

You will ensure readiness across KB updates, testing and stakeholder communication for consistent end-to-end support experiences.

Qualifications

• Experience in customer support, knowledge management, or journey optimization.
• Ability to analyze data, identify improvement opportunities, and translate insights into actionable change requests.
• Understanding of virtual agent logic, self-service flows, and automation performance.

Responsibilities

• Journey Optimization: Map and assess your journey across all touchpoints to identify pain points and automation opportunities.
• Automation & AI Execution: Refine automation logic and AI-led support using performance data and HITL testing.
• Opportunity Identification & Ticketing: Translate insights into actionable tickets for the Build Program and track progress.
• Product Release Readiness: Own journey readiness including KB content updates, testing, and validation.
• User Acceptance Testing (UAT): Participate in UAT for journey-affecting changes to ensure quality.
• Knowledge Management: Create and optimize journey-related knowledge content for accuracy and discoverability.
• Performance & Impact Tracking: Monitor containment, CSAT, and cost per contact to identify trends.
• Cross-Functional Collaboration: Work with Product, Engineering, Operations, and Build Program teams.

Skills

Customer support

Knowledge management

Journey optimization

Data analysis

Job description

About Gen

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well-being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

About the role

Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience.

Key Responsibilities

• Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains.
• Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy, and customer trust.
• Opportunity Identification & Ticketing: Translate insights and customer pain points into clear, actionable tickets for the Build Program to implement. Track progress and validate post-launch impact.
• Product Release Readiness: Own the journey readiness process for product and support releases coordinating KB/IKB content updates, testing, and validation to ensure seamless deployment.
• User Acceptance Testing (UAT): Participate in UAT for all journey-affecting changes, ensuring logic, tone, and experience meet quality standards before go-live.
• Knowledge Management: Create, maintain, and optimize journey-related knowledge content to ensure accuracy, discoverability, and alignment with customer intent.
• Performance & Impact Tracking: Monitor key journey metrics (containment, CSAT, cost per contact) to identify trends, root causes, and areas for improvement.
• Escalation Management: Manage L4 escalations within your journey, ensuring timely resolution and capturing learnings to inform systemic fixes.
• Voice of Customer: Analyze customer sentiment, survey results, and feedback to surface insights that drive journey-level improvements.
• Cross-Functional Collaboration: Work with Product, Engineering, Operations, and Build Program teams to align on improvements, readiness, and quality outcomes.

About You

Experience in customer support, knowledge management, or journey optimization. Proven ability to analyze data, identify improvement opportunities, and translate insights into actionable change requests. Understanding of virtual agent logic, self-service flows, and automation performance. Strong attention to detail with experience managing KB/IKB content and release readiness. Excellent collaboration and communication skills; comfortable working across teams and systems.

Key Success Metrics

• Containment and automation performance improvements
• CSAT and sentiment uplift within the journey
• Accuracy and timeliness of KB/IKB updates
• Quality and readiness of journey releases (zero defects at launch)
• Reduction in escalations and root cause recurrence

Journey Ownership

Act as the subject matter expert (SME) for your assigned journey (e.g., Refunds, Onboarding, etc.), ensuring it delivers a seamless, effective, and high-trust customer experience.

Continuous Improvement

Identify journey pain points and optimization opportunities using data and insights; raise clear, prioritized tickets to the Build Program for delivery.

Containment & Performance

Monitor key metrics (containment, CSAT, cost per contact) and proactively address issues impacting journey health and efficiency.

AI & Automation

Support the ongoing refinement of automation logic and AI Led through data review, Human-in-the-Loop (HITL) testing, and quality feedback to improve containment and accuracy.

Knowledge Management

Maintain and enhance internal and external knowledge content to ensure accuracy, discoverability, and alignment with automated and human support experiences.

Product & Release Readiness

Lead readiness activities for product and support releases - including KB/IKB content updates, UAT validation, and stakeholder coordination to ensure high-quality deployment.

Escalation Handling

Manage L4 escalations within your journey, ensuring timely resolution and surfacing learnings that drive systemic fixes.

Voice of Customer

Analyze customer feedback and sentiment to identify recurring issues and feed insights into automation, content, and experience improvements.

Cross-Functional Collaboration

Partner closely with Journey Leads, the Build Program, and cross-functional teams (Product, Engineering, Operations) to ensure cohesive end-to-end delivery and consistent standards across all journeys.