Job Description
The role involves managing and enhancing support tools within a SaaS environment, driving strategy, designing requirements, overseeing feature development, and ensuring successful adoption to improve customer support experiences and support the company's growth in various industries.
Key Responsibilities
- Define the vision, roadmap, and user experience for core support tools
- Conduct user research to identify support pain points and future tooling needs
- Create product requirements documents and design artifacts
- Oversee feature development, usability testing, and collaboration with cross-functional teams
- Coordinate release activities, change management, and documentation for adoption
- Track KPIs and adoption metrics to measure impact and inform roadmap iterations
- Manage AI support tools and leverage AI to solve high-impact business problems
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 such as 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
Annual Base Salary 122,400 - 158,400 CAD
Performance-based bonus variable pay
Equity for eligible roles
Flexible, employee-led remote work model
Professional development stipend
Comprehensive health plans
Parental leave plans
Ready to Apply?
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