Remote Senior Support Operations Manager

About the Role

DeepIntent is seeking a Remote Senior Support Operations Manager to lead our customer experience initiatives. As a pivotal member of our team, you will enhance our support operations, ensuring that we deliver exceptional service to our clients. This role is ideal for someone with a passion for operational excellence and a commitment to improving patient outcomes through innovative solutions.

What You'll Do

• Provide strategic and operational leadership for the support systems and processes that enhance DeepIntent’s customer experience.
• Oversee the implementation and continuous improvement of our helpdesk solution powered by Intercom, ensuring scalable support workflows.
• Translate data into actionable insights, driving enhancements to our customer support analytics strategy.
• Lead the training and optimization of Intercom’s AI tools to improve customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams including Support, Ops, Product, Marketing, and Engineering to align helpdesk capabilities with company priorities.
• Act as the senior subject matter expert for Intercom, establishing best practices and documentation.
• Own the roadmap for enhancements to DeepIntent’s use of Intercom, focusing on design, maintenance, and continuous improvement.
• Institute Support Operations best practices, initially for our Platform Operations team, with potential expansion to other customer-facing teams.

Requirements

• 5+ years of experience in Operations, Customer Experience Operations, or Support Operations with demonstrated leadership responsibility.
• Hands-on expertise with Intercom or similar helpdesk solutions.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proven track record of implementing scalable support workflows and processes.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.

Nice to Have

• Experience in the healthcare industry is a plus.
• Familiarity with AI tools and their application in customer support.
• Project management experience.

What We Offer

• Competitive salary in the range of $120,000 to $150,000 per year.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and growth.
• Health and wellness benefits.
• Collaborative and innovative company culture.