Senior Help Agent Manager
Job Summary
Driving measurable improvements in customer support efficiency, the full-time remote Senior Help Agent Manager will own resolution rate performance for Slack and Trailhead, develop enhancement plans, and collaborate with cross-functional teams to optimize the AI-powered Help Agent's capabilities.
Key responsibilities
- Own Help Agent resolution rate performance for Slack and Trailhead
- Build and execute resolution rate improvement plans using data-driven analysis
- Develop and maintain a book of Agent Skills, identifying new capability enhancement opportunities
Required qualifications
- Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
- 6+ years of experience in program management, product management, or related fields
- Strong analytical and data-driven decision-making skills
- Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations
- Familiarity with AI, conversational AI, or support automation technologies
Complete Job Description
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