Customer Support Software Advisor

Job Summary

A company is looking for a Customer Support Software Expert (Contractor).

Key Responsibilities

• Participate in structured discovery interviews to provide insights on support software vendors and vendor management
• Share context on the RFP process, including scoring criteria and procurement nuances
• Act as a product advisor, reviewing AI workflows and providing feedback to align with the needs of support leaders

Qualifications

• Current role as a Head of or Director in Customer Support or Customer Experience
• Experience managing a complex support organization with a multi-layered tech stack
• Proven ability to design AI and automation strategies beyond basic queue management
• Strong interest in Customer Support software and optimizations