Senior Support Operations Manager, Remote Job
DeepIntent is leading the healthcare advertising industry with data-driven solutions built for the future. From day one, our mission has been to improve patient outcomes through the artful use of advertising, data science, and real-world clinical data. For more information visit, www.DeepIntent.com. What you’ll do: We are seeking a Senior Support Operations Manager to provide strategic and operational leadership for the support systems and processes that power DeepIntent’s customer experience. In this role, you will be responsible for the success of the DeepIntent helpdesk solution powered by Intercom—driving the implementation and continuous improvement of scalable support workflows, translating data into actionable insights, and building AI-powered customer experiences.
- Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over time
- Own the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys.
- Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership.
- Lead the training, optimization, and governance of Intercom’s AI tools to improve accuracy, deflection, and customer satisfaction
- Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide priorities
- Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management
Who You Are:
- 5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibility
- Hands-on expertise with Intercom or a comparable helpdesk platform (e.g., Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities.
- Proven ability to operate strategically while executing with attention to detail
- Strong analytical, communication, and stakeholder management skills
- Experience in SaaS or high-growth technology environments
- While the role is based in NYC, we are open to candidates who are remote and willing to work in EST
DeepIntent is proud to offer a competitive compensation package inclusive of a base salary range of $110,000 -$120,000. The base salary range takes into consideration each candidates skills, experience and qualifications. In addition, we offer an annualized bonus plan and competitive benefits as well as many other company offerings. We believe great work starts with great support. That’s why DeepIntent offers a competitive, holistic benefits package designed to empower you both professionally and personally. Here’s what you can expect when you join our team based in the US: Competitive base salary plus performance based bonus or commission, comprehensive medical, dental, and vision insurance, 401K match program, Unlimited PTO policy and paid holidays, remote friendly culture with flexible work options, career development and advanced education support, WFH and internet stipends, plus many more perks and benefits! Here’s what you can expect when you join our team based in India: Competitive base salary plus performance based bonus, comprehensive medical insurance, and paid holidays. Hybrid-friendly culture with flexible work options, professional development reimbursement, WiFi reimbursement and health and wellness allowance plus many more perks and benefits! Here's what you can expect when you join our team based in Europe: Competitive base salary plus performance-based bonus, comprehensive medical insurance, and flexible PTO. Hybrid-friendly culture with flexible work options, professional development reimbursement, WiFi reimbursement, and parental leave plus many more perks and benefits! DeepIntent is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. DeepIntent is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, immigration status, or any other status protected under applicable federal, state and local laws. If you have a disability or special need that requires accommodation, please let us know in advance. DeepIntent’s commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training. CCPA Notice: If you are a California resident applying for a role at DeepIntent, we may collect personal information as part of the application process in accordance with the California Consumer Privacy Act (CCPA). To learn more about the categories of information we collect and your rights, please contact [email protected] to see our full Applicant Privacy Notice. Apply tot his job Apply To this Job