Help Agent Manager
Job Summary
Driving the performance of AI-powered customer support, the full-time remote Help Agent Manager will manage the Help Agent's resolution rates, develop improvement plans, and collaborate with cross-functional teams to enhance capabilities and customer satisfaction.
Key responsibilities
- Support Help Agent resolution rate performance for Service Cloud and Field Service
- Help build and execute resolution rate improvement plans using data-driven analysis
- Maintain a book of Agent Skills and partner with Product Management on roadmap priorities
Required qualifications
- Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
- 4+ years of experience in program management, product management, or related fields
- Analytical and data-driven decision-making skills
- Familiarity with AI, conversational AI, or support automation technologies
- Strong ability to work cross-functionally with Product, Engineering, and Customer Success organizations
Complete Job Description
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