Teams at HSI

Leads Tier 1 and Tier 2 SaaS customer support teams, managing coaching, staffing, queues, service levels, quality, escalations, and performance metrics. Partners with Product, Engineering, Implementation, Customer Success, and Quality to resolve issues and improve support processes. Uses customer insights, analytics, AI, automation, and self-service tools to improve efficiency, scalability, and customer experience.

Provides advanced technical support for SaaS platforms, troubleshooting complex configuration, integration, data, and system issues. Responsibilities include data imports and migrations, platform administration, Excel-based analysis, audits, QA reviews, API and SSO support, customer onboarding assistance, and escalation coordination with Product and Development. The role communicates directly with customers, documents cases in Salesforce, identifies recurring issues, and supports process improvements in a high-volume remote environment.

The AI Product Manager is responsible for strategy and execution of AI solutions, managing product roadmaps, collaborating with teams, and improving AI performance through metrics and user feedback.