Senior Manager, Customer Experience
ActiveCampaign
Senior Manager, AI Support – Enablement
Handshake
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $98,600 - $130,500 per year
Job Level
Senior
About the role
- Build and scale a distributed Handshake AI Support team comprised of FTE, contract, and outsourced (BPO) staff
- Manage Handshake AI Support volume and maintain low response times and SLAs
- Identify and reduce support volume and bottlenecks via product, tooling, and self-service enhancements
- Create playbooks, process documentation, knowledge bases, SOPs, and enablement materials to ensure rapid onboarding and consistent support
- Develop communication frameworks and cadences to align leadership, product, engineering, and operations on Fellow needs and product issues
- Hire, train, and develop a high-performing, engaged, and inclusive support team
- Monitor queues, team performance, and daily operations; coach and intervene as needed
- Pull and analyze data and trends to inform solutions, help content, chatbot flows, tools, and enablement
- Assess team efficiency, utilization, and quality and help inform forecasts and staffing models
- Partner with product managers and domain experts to translate complex AI product features into clear enablement and training resources
- Collaborate cross-functionally to advocate for Fellows and co-design product improvements
- Help inform and build Global Support and Handshake AI vision, strategy, and long-term planning
- Attend and help facilitate annual Global Support onsite and other Handshake AI onsites or events; travel to SF quarterly
Requirements
- 5+ years of support people management experience
- 2+ years of technical support frontline experience
- Strong knowledge of support and business intelligence tools such as Notion, Confluence, Zendesk, Playvox, Linear, and/or Looker
- Strong analytical and problem-solving skills, with experience tackling operational and scaling challenges
- Strong project management and use of digital tools like Asana, with ability to manage multiple high-priority projects and tasks simultaneously
- Proven track record of building and maintaining documentation, playbooks, SOPs, and training resources for new or scaling teams
- Exceptional written and verbal communication and stakeholder management skills at all levels, and strong async communication and organization (Slack, email, Linear, documents, Asana, etc)
- Have built and led a new support team at a B2B or B2C tech hypergrowth startup
- Have built hiring, onboarding, and training content and programs directly
- Have informed or contributed to help content, self-service tools, and technology/tools to make user and team workflows more efficient
- Demonstrated success partnering with product and engineering teams to influence roadmaps and build scalable support infrastructure
- Have collaborated with operations, product, engineering, and/or marketing teams
- Entrepreneurial mindset with a high level of comfort for ambiguity, frequent change, and ability to build and iterate quickly
- Willingness to travel to SF HQ quarterly and attend annual Global Support onsite (June/July)
- Application asks about authorization to work in the United States and visa sponsorship status
