Digital Strategy Manager - Support Experience

This role sets the standard for a high-value support experience and makes support a leading indicator of customer health across MNTN.

As the Digital Strategy Manager - Support Experience, you will find out why customers contact us and how they feel, design and automate the conversations that resolve their problems, and build the connection to Product and Engineering so issues are caught early and fixed at the source. MNTN already has a sophisticated support structure in Intercom. This role takes it to the next level, making support a strategic advantage for the business. 

You will focus on what moves the business most: clear priorities, owners and dates, and metrics that show impact on customer experience, efficiency, and retention, such as AI deflection, human support demand, and CSAT. You bring a point of view on how support should work and the agency to make decisions.

What you'll do

• Build the Support Insights Program: Make support MNTN's clearest source of customer truth: turn conversations and sentiment into priorities ranked by customer pain for Product, Engineering, Support leadership, and the business, and track what changes as a result.
• Drive Customer Satisfaction: Own CSAT and every lever that moves it, and design how we learn from customers across the support experience, partnering with key stakeholders across Revenue, Platform Experience, and Engineering.
• Design the Support Conversation Experience: Design conversations with an instinct for the customer: automate what AI can resolve accurately, bring in a person fast when it can't, and keep expanding what AI handles through data connectors built with Engineering.
• Establish Proactive Issue Detection: Build the foundation that connects support and Engineering on bugs: the tooling, workflows, and escalation paths that use customer sentiment as an early-warning signal, and let us report on time to resolve.
• Standardize Support Health Metrics and Reporting: Own support health across all products so Support leaders and product lines work from the same numbers.
• Collaborate with Support Leaders on Problems and Solutions: Diagnose team problems and inefficiencies, decide on the right-sized solution, and prioritize the work by impact and effort.
• Partner with Content on AI Response Efficacy: Work with Content whenever AI response efficacy is affected, and build customer responses and AI guidance that supplement content where applicable.
• Prioritize for Business Impact: Recommend the highest-impact, highest-value deployments, then deliver the ones that move AI deflection, human support demand, CSAT, and AI agent CX scores.

What success looks like

• A support insights program the business relies on: insights reach leaders on a regular cadence, and you can point to product improvements and support changes that came from them, and the reduction in support volume that followed.
• Automation reduces support demand across every product line: more top drivers are resolved by AI at a consistent, on-brand standard, and standardized measurement gives leaders a real-time read of support health for each product.
• One trusted definition of support health across MNTN: every product line is measured against the same standards, and Support leaders make decisions from the same numbers.
• Support detects issues before customers escalate: proactive detection, driven by customer sentiment and a strong connection to Engineering, means bugs are caught early, and you are the voice on how efficiently MNTN solves customer issues.
• Efficiency gains are measurable and sustained: AI deflection, human support demand, CSAT, and time to resolve move from today's baselines toward target, quarter over quarter.

What you'll bring

• 5+ years in customer support or support operations, with a proven record of delivering solutions that measurably improved resolution, support demand, or CSAT, including 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, with conversation design grounded in brand standards and the customer experience.
• Experience building the support infrastructure for proactive issue detection and escalation to Engineering, such as alerting, workflows, and bug tracking.
• A deep understanding of the customers, product, and brand you support, and a track record of turning conversations, sentiment, and data into insight that changes how teams work or what gets built.
• Strong storytelling and presentation skills: you turn complex findings into clear narratives that build alignment and move executives and cross-functional leaders to act, without relying on authority.
• Strong analytical skills and the judgment to define what support health reporting should show, with the ability to build it yourself and the partnership skills to work with internal reporting teams when needed.
• Sound judgment and an ownership mindset: you make decisions, prioritize competing requests, drive multiple initiatives to completion, and build trusted relationships with Support, Product, and Engineering leaders.