Senior Support Operations Manager

DeepIntent•New York, NY

7h•$110,000 - $120,000•Remote

About The Position

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 time Own 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 satisfaction Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide priorities Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management

Requirements

5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibility
Hands-on expertise with Intercom or a comparable helpdesk platform (e.g., Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities.
Proven ability to operate strategically while executing with attention to detail
Strong analytical, communication, and stakeholder management skills
Experience in SaaS or high-growth technology environments

Responsibilities

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 time
Own 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 satisfaction
Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide priorities
Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management