Job Description
The role involves managing and enhancing support tools within a SaaS environment, focusing on improving customer support experiences, leveraging AI platforms, and driving strategic initiatives to support the company's growth and operational efficiency.
Key Responsibilities
- Own the success of support tools within Samsara's revenue stack.
- Conduct user research to identify support pain points and future tooling needs.
- Create product requirements documents and design artifacts aligned with business goals.
- Oversee feature development, usability testing, and collaboration with cross-functional teams.
- Coordinate the release process, including change management, enablement, and documentation.
- Define and track KPIs and adoption metrics to measure impact and inform roadmap iterations.
Requirements
- 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment
- Bachelor's degree in a technical or business field, or equivalent practical work experience
- Proven experience managing AI support tools or LLM-based platforms e.g., Decagon, Happy Robot, Intercom Fin, or similar
- Established subject matter expert in GTM tooling, with a history of delivering substantial impact across multiple tools
- Ability to translate complex customer and business problems into clear requirements and solutions
- Experience with leveraging AI to solve high-impact business problems
- Analytical skills to look at large datasets of conversation logs to identify patterns and root causes of technical failures
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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