About the role
At Fin, now part of Salesforce, the focus is on delivering exceptional customer experiences through their AI Agent Fin, which supports businesses across service, sales, and ecommerce channels. The Customer Support team integrates AI and human agents to provide seamless support, leveraging proprietary AI models and a unified help desk system. This role sits within the Customer Support department, contributing to the future of AI-driven customer service in a dynamic, innovative environment based in Dublin, Ireland.
The Customer Support Process & Continuous Improvement Manager will lead the redesign and management of support processes that span both human and AI interactions. This hands-on role involves maintaining daily operations, fixing inefficiencies, and developing a long-term strategy for process improvement. The manager will analyze workflows, implement new procedures, and use data-driven insights to prioritize enhancements, ensuring processes evolve alongside the fast-changing support landscape.
Candidates should have over four years of experience in customer-facing roles, including process management and project leadership, with strong technical skills in SaaS platforms like Salesforce. The role demands autonomy, strategic thinking, and collaboration across teams to uphold customer experience standards. The position is based in Dublin and requires a proactive approach to continuous improvement and cross-functional partnership to drive operational excellence.