Customer Support Process & Continuous Improvement Manager

Fin, now part of Salesforce, is seeking a Customer Support Process & Continuous Improvement Manager to redesign and improve customer support processes across human and AI support.

The successful candidate will have a genuine license to rethink, rebuild, or retire existing processes from first principles, and will be responsible for building a long-term process strategy for the whole of Customer Support.

Key responsibilities include:

• Challenging and redesigning existing processes and ways of working
• Owning and evolving the framework for reviewing, prioritizing, and implementing Customer Support processes and workflows
• Building and maintaining a long-term process strategy and roadmap for Support
• Leading continuous improvement initiatives using conversation and quality insights
• Collaborating with cross-functional teams to design processes that work end-to-end

The ideal candidate will have:

• 4+ years of experience in Customer Support or a customer-facing role
• 2+ years of experience in process management or continuous improvement
• 2+ years of experience in project or program management
• Strong technical capability in a complex SaaS tech stack, including CRM systems such as Salesforce
• Proven track record of using AI and automation to drive improvements
• Strong knowledge of process and continuous improvement methodologies

We offer a range of benefits and resources to support employees in finding balance and being their best, including a hybrid working policy and opportunities for growth and development.