Customer Support Process & Continuous Improvement Manager

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system. Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI. Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce. 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