Digital Strategy Manager – Support Experience

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Strategy

👻 Ghost score 10%

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MNTN

WebsiteLinkedInAll Job Openings

201 - 500 employees

📣 Marketing

🤝 B2B

🛍️ eCommerce

Marketing • B2B • eCommerce

MNTN is a software company that specializes in advertising solutions for brands, enabling them to achieve measurable results through television advertising. Their flagship product, MNTN Performance TV, is the first ever Connected TV advertising platform designed specifically for direct-response marketing. This innovation allows advertisers to link their performance metrics directly to TV campaigns, enhancing their ability to drive conversions, revenue, and site visits.

📋 Description

• Build the Support Insights Program by turning conversations and sentiment into priorities ranked by customer pain and tracking resulting changes • Own CSAT and the levers that improve it across the support experience • Design support conversations, automate issues AI can accurately resolve, and route customers to human support when needed • Expand AI capabilities through data connectors built with Engineering • Establish proactive issue detection through tooling, workflows, escalation paths, and customer-sentiment signals • Standardize support health metrics and reporting across all products • Diagnose team problems and inefficiencies and prioritize solutions by impact and effort • Partner with Content on AI response efficacy, customer responses, and AI guidance • Recommend and deliver high-impact deployments that improve AI deflection, human support demand, CSAT, and AI agent CX scores

🎯 Requirements

• 5+ years in customer support or support operations • Proven record of delivering solutions that measurably improved resolution, support demand, or CSAT • 2+ years running an AI agent in production that resolves customer conversations • Hands-on experience building and improving automation in Intercom (Fin, workflows, data connectors) or a similar platform • Conversation design grounded in brand standards and customer experience • Experience building support infrastructure for proactive issue detection and escalation to Engineering, including alerting, workflows, and bug tracking • Deep understanding of supported customers, product, and brand • Track record of turning conversations, sentiment, and data into actionable insight • Strong storytelling and presentation skills • Strong analytical skills and ability to define and build support health reporting • Sound judgment and an ownership mindset • Ability to make decisions, prioritize competing requests, drive multiple initiatives to completion, and build trusted relationships with Support, Product, and Engineering leaders

🏖️ Benefits

• People-first company culture • Named one of Ad Age’s Best Places To Work in 2026

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