Customer Support Process & Continuous Improvement Manager

What's the opportunity? 

We’re looking for a proven operator to redesign how Customer Support works across Human and AI Support. Fin is an AI-first support organisation, and our processes should reflect that: you’ll have a genuine licence to rethink, rebuild or retire existing processes from first principles, not just refine them. This is a hands-on and strategic role: you keep day-to-day operations running well and fix what is broken, while building a long-term process strategy for the whole of Customer Support. You will also help embed Continuous Improvement, using conversation and quality insights to decide what we fix, retrain and prioritise next.

Support at Fin changes constantly, and our processes need to keep pace with this level of change. The right candidate is exceptionally customer-focused, comes from a customer-facing background, and has experience leading and managing processes and workflows in a large organisation. You bring clear opinions and recommendations, work with a high degree of autonomy, and hold the line on the customer experience when working with other teams. You combine exceptional project management and attention to detail with a data-driven mindset and a proven ability to influence and collaborate at every level of the organisation.

What will I be doing? 

Strategy and ownership

• Challenge and, where warranted, completely redesign existing processes and ways of working: you won’t be constrained by ‘how we’ve always done it’, and you’ll have the support of Customer Support leadership to make bold changes
• Own and evolve the framework for reviewing, prioritising and implementing Customer Support processes and workflows across Human and AI Support, so every change improves the customer experience
• Build and maintain a long-term process strategy and roadmap for Support, balancing quick wins and immediate fixes with strategic improvements 
• Own the long-term Continuous Improvement strategy for Support, setting priorities and a roadmap that cover both Human and AI support
• Bring clear proposals and recommendations to leadership, and act on them with autonomy
• Partner with teams outside of Customer Support to design processes that work end to end, agreeing clear ownership, handoffs and shared goals so the customer experience holds across team boundaries.

Process design and improvement

• Analyse current processes across Human and AI Support and decide whether each should be improved, redesigned from scratch or removed entirely. Where AI and automation can fundamentally change how the work gets done, lead that transformation rather than layering them onto legacy workflows
• Own day-to-day operational process fixes and keep existing processes effective
• Design and roll out new or improved processes, solo or with SMEs, partnering closely with Customer Support leaders and ICs in every region so processes work globally, not just for one region
• Design and implement process control metrics, and monitor process performance and KPIs
• Use data to find where processes are failing, size the opportunity and prove the impact of changes, building and maintaining dashboards and reports that give leaders a clear view of process health across Human and AI support
• Ensure compliance with internal policies and external regulations

Continuous Improvement

• Maintain and iterate on the Continuous Improvement framework, using insights from both Human and AI support to drive improvements, across Enablement, Quality, AI support, etc.
• Turn insights into a prioritised improvement backlog, with clear owners across respective internal teams
• Track whether each improvement worked, using before-and-after measures such as repeat contact rate, resolution rate and CX
• Turn customer conversation data into clear, actionable insights for Product, Engineering and other teams, giving them evidence to shape priorities and roadmap decisions

Stakeholders and delivery

• Hold the line on the customer experience with cross-functional partners, challenging constructively when a proposed change would compromise the customer
• Partner and collaborate with cross-functional teams to build and maintain processes and related training
• Take full ownership of large, cross-functional special projects that improve the customer experience, increase teammate efficiency and engagement, and drive company goals
• Communicate and engage on all process and continuous improvement changes with Customer Support and the wider organisation

What skills do I need? 

• Experience: 4+ years in Customer Support or a customer-facing role, including 2+ years in process management or continuous improvement and 2+ years in project or program management
• Strong technical capability: You are hands-on and credible in a complex SaaS tech stack, including CRM systems such as Salesforce. You can configure workflows, integrations and automations yourself rather than relying on others to build them. Experience with system integrations or process harmonisation is a bonus.
• AI and automation: Proven track record of using AI and automation to drive improvements, ideally in an AI-first or SaaS support organisation. Knowledge of Fin (previously Intercom) is a strong advantage.
• Improvement frameworks: Strong knowledge of process and continuous improvement methodologies (Six Sigma, Kaizen, etc.)
• Data and strategy: You analyse data, turn it into clear insights for stakeholders, and build a long-term process strategy and roadmap that becomes practical, prioritised plans
• Ownership: A self-starter who delivers complex programs with minimal guidance, forms a point of view and brings proposals rather than questions
• Influence: Confident and credible with senior leaders and cross-functional partners. You challenge constructively and hold the line on the customer experience.
• Collaboration: Strong communicator who builds rapport quickly with technical and non-technical colleagues and involves frontline teammates early

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