Digital Strategy Manager - Support Experience

MNTN

8d • Remote

About The Position

The Digital Strategy Manager - Support Experience sets the standard for a high-value support experience and makes support a leading indicator of customer health across MNTN. The role identifies why customers contact support and how they feel, designs and automates conversations that resolve their problems, and connects Support with Product and Engineering so issues are caught early and fixed at the source. MNTN already has a sophisticated support structure in Intercom; this role will advance it into a strategic business advantage by applying deep knowledge of customers, product, and brand and building trust with leaders.

The manager establishes clear priorities, owners, timelines, and metrics that demonstrate impact on customer experience, efficiency, and retention, including AI deflection, human support demand, and CSAT. The role sets a point of view on how support should work and has the agency to make decisions.

MNTN provides advertising software that helps brands reach audiences across Connected TV, web, and mobile. Its self-serve technology makes Connected TV advertising accessible and helps brands drive measurable conversions, revenue, site visits, and other outcomes. MNTN emphasizes a people-first culture and uses AI to improve efficiency and create solutions while preserving the human element.

Requirements

• At least 5 years of experience in customer support or support operations, with a record of delivering solutions that measurably improve resolution, support demand, or CSAT.
• At least 2 years running an AI agent in production that resolves customer conversations.
• Hands-on experience building and improving automation in Intercom (Fin, workflows, and data connectors) or a similar platform.
• Experience designing conversations grounded in brand standards and customer experience.
• Experience building support infrastructure for proactive issue detection and escalation to Engineering, such as alerting, workflows, and bug tracking.
• Deep understanding of the customers, product, and brand being supported, and a record of turning conversations, sentiment, and data into insights that change how teams work or what gets built.
• Strong storytelling and presentation skills, including the ability to turn complex findings into clear narratives that align executives and cross-functional leaders and prompt action without relying on authority.
• Strong analytical skills and judgment in defining support health reporting, with the ability to build reports and partner with internal reporting teams when needed.
• Sound judgment and an ownership mindset, including the ability to make decisions, prioritize competing requests, drive multiple initiatives to completion, and build trusted relationships with Support, Product, and Engineering leaders.

Responsibilities

• Build a Support Insights Program that turns customer conversations and sentiment into priorities ranked by customer pain, shares insights with Product, Engineering, Support leadership, and the business, and tracks resulting changes.
• Own CSAT and the levers that affect it; design how MNTN learns from customers across the support experience in partnership with Revenue, Platform Experience, and Engineering.
• Design customer-centered support conversations, automating issues AI can accurately resolve, routing customers to people promptly when it cannot, and expanding AI capabilities through data connectors built with Engineering.
• Establish proactive issue-detection foundations connecting Support and Engineering, including tooling, workflows, escalation paths, sentiment-based early warnings, and reporting on time to resolve.
• Standardize support health metrics and reporting across products so Support leaders and product lines use consistent measurements.
• Work with Support leaders to diagnose team problems and inefficiencies, select appropriately sized solutions, and prioritize work by impact and effort.
• Partner with Content when AI response efficacy is affected, and develop customer responses and AI guidance to supplement content where applicable.
• Recommend high-impact, high-value deployments and deliver initiatives that improve AI deflection, human support demand, CSAT, and AI agent customer experience scores.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed