Customer Experience Support Journey Manager - Remote

Overview

As a Customer Experience Support Journey Manager, you will lead the Help journey spanning support and leave processes, focusing on delivering exceptional customer experiences and reducing churn.

In Short

• Lead the Help journey strategy and roadmap.
• Own backlog prioritization and delivery across support surfaces.
• Utilize customer and data insights to improve service resolution.
• Collaborate cross-functionally with various departments.
• Set OKRs and monitor progress bi-weekly.
• Drive improvements tied to business value metrics.
• Implement AI and automation in customer support processes.
• Conduct A/B testing to validate new features.
• Build dashboards for key performance indicators.
• Ensure compliance and alignment with business needs.

Requirements

• 6+ years in product, CX, or operations with journey ownership.
• Fluency in conversational analytics and ticketing workflows.
• Experience with SQL/BI tools is a plus.
• Strong communication and leadership skills.
• Customer-obsessed and data-informed mindset.
• Proven ability to work collaboratively across teams.
• Experience deploying AI/automation in customer support.
• Systems thinking and bias for action.

Benefits

• Competitive medical, dental, and vision insurance.
• 401K plan with company match.
• Employee assistance program.
• Paid time off and wellness programs.
• Inclusive workplace culture promoting diversity.
• Investment in technology for remote collaboration.
• Recognition as a Top Workplace.