Senior Support Operations Manager

DeepIntent is leading the healthcare advertising industry with data-driven solutions built for the future. From day one, our mission has been to improve patient outcomes through the artful use of advertising, data science, and real-world clinical data. For more information visit, www.DeepIntent.com. What you’ll do: We are seeking a Senior Support Operations Manager to provide strategic and operational leadership for the support systems and processes that power DeepIntent’s customer experience.

In this role, you will be responsible for the success of the DeepIntent helpdesk solution powered by Intercom—driving the implementation and continuous improvement of scalable support workflows, translating data into actionable insights, and building AI-powered customer experiences. Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over timeOwn the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys.Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership.Lead the training, optimization, and governance of Intercom’s AI tools to improve accuracy, deflection, and customer satisfactionPartner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide prioritiesAct as the senior subject matter expert for Intercom, establishing best practices, documentation, and change managementWho You Are:5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibilityHands-on expertise with InPlease mention the word **UPBEAT** and tag RNjQuMjI0LjEzNS4xODg= when applying to show you read the job post completely (#RNjQuMjI0LjEzNS4xODg=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.