# Customer Support Process & Continuous Improvement Manager

**Company**: Fin, now part of Salesforce
**Location**: Dublin
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8268911?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1b242446-d8e

## Description

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.

## Skills

### Required
- Customer Support
- Process Management
- Continuous Improvement
- Project Management
- AI and Automation
- Salesforce
- CRM systems

### Nice to have
- Six Sigma
- Kaizen
- Data analysis
- Strategy development

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8268911?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)