Job description
What this role is about
Owner's Support organization is scaling rapidly, requiring robust tooling and infrastructure. This role focuses on shaping and executing the Support RevOps roadmap, including scaling Service Cloud case management, owning Intercom configuration and integrations, and partnering with Support leadership to optimize agent workflows. Key responsibilities involve building and optimizing Salesforce Service Cloud, managing Intercom, supporting improvements to Workforce Management Systems (Assembled), assisting with auto/AI-QA initiatives, reducing reliance on Product/Data teams, improving agent efficiency, and documenting scalable processes for future growth.
Requirements
3+ years in revenue operations, support operations, or systems administration for a customer-facing team. Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration. Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus. Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting. Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement. Integration knowledge (APIs, webhooks, data connectors). Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap. Cross-functional collaboration translating Support pain points into scalable systems. Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end. High-growth startup experience preferred.