MNTN
Digital Strategy Manager - Support Experience
United States · Senior
Sponsorship not specifiedDetected 2 days ago
Performance MarketingCustomer SupportIntercomCadenceLeadership
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odds of building a lasting career here
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Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership.
- We're committed to innovation that empowers, not replaces.
- At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Skills
- Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.com.
- MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile.
- Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.
- Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry.
- As a result, thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.
Benefits
- Standardize Support Health Metrics and Reporting: Own support health across all products so Support leaders and product lines work from the same numbers.
- 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.
- 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.
Company info
- At MNTN, we put our people first, full stop.
- You can learn more about us and everything we do by visiting https://mountain.com/.
- 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.
- 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.
This listing is sourced directly from MNTN's careers page and normalized into a canonical job model.