Customer Support

• Architect how the CE and KB teams operate moving forward, including workflows, tooling, and success metrics.
• Build a unified strategy that positions the KB as a core input to AI accuracy, customer self-service, and experience design.
• Develop the operating model for the Customer Experience Change Agent team, including discovery frameworks, investigation protocols, validation processes, and cross functional feedback loops.
• Ensure all product enhancements, releases, and UI or UX changes are rapidly reflected in knowledge articles using a machine first, human clear structure.
• Partner closely with Product Managers and Product Marketing Managers to integrate knowledge flows into product development and release cycles.
• Maintain rigorous auditing to ensure accuracy, freshness, and findability across internal and customer facing content.
• Drive the adoption of AI assisted authoring, auditing, and taxonomy optimization.
• Shift the team from compliance QA to experience discovery. Empower analysts to investigate journeys, validate themes, and deliver insights that prompt action.
• Build tools, templates, workflows, and training materials that help the team work consistently at a high bar.
• Translate observations into clear narratives with data, impact assessment, and recommended next steps.
• Enable the team to investigate experience breakdowns across product functionality, AI behaviors, and human interactions, not just support cases.
• Integrate CE insights into Product, Engineering, Enablement, Support Leadership, and other partners to drive measurable improvements.
• Influence roadmap priorities through validated customer pain patterns and experience insights.
• Establish clear feedback loops that ensure insights lead to action instead of being lost in a backlog.
• Coach and develop leads, analysts, and writers. Create future leaders while upskilling the team in research, storytelling, content design, and customer empathy.
• Model a culture of curiosity, psychological safety, honest reflection, and high accountability.
• Teach junior leaders how to lead for the first time and support them as they grow into confident, independent decision makers.
• Encourage asking questions, seeking help early, and admitting when things are unclear. Model that behavior yourself.

Senior Customer Experience Manager

Inbound Customer Service

AI Customer Support – Junior/Senior

Frontline Support Specialist

Premium Support Specialist