Talantix.io
DeepIntent•11.03.26
AI SCORE 8.5

Remote Senior Support Operations Manager - Healthcare Focus

$120K–$150K/year
RemoteHealthcare Advertising
Intercom•Customer Experience•Data Analysis•AI Tools•Project Management

About the Role

DeepIntent is seeking a Remote Senior Support Operations Manager to lead our customer experience initiatives. This role is pivotal in enhancing our support systems and processes, ensuring that we deliver exceptional service to our clients in the healthcare advertising sector. You will play a crucial role in driving the implementation of our helpdesk solution powered by Intercom, focusing on continuous improvement and operational excellence.

What You'll Do

  • Provide strategic and operational leadership for the support systems that enhance DeepIntent’s customer experience.
  • Drive the implementation and continuous improvement of scalable support workflows and processes.
  • Translate data into actionable insights to enhance customer satisfaction and operational efficiency.
  • Own the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design and maintenance of workflows and automations.
  • Lead the customer support analytics strategy, delivering clear KPIs and data-driven insights to senior leadership.
  • Optimize and govern Intercom’s AI tools to improve accuracy and customer satisfaction.
  • Collaborate with Support, Ops, Product, Marketing, and Engineering teams to align the helpdesk solution with company priorities.
  • Act as the senior subject matter expert for Intercom, establishing best practices and documentation.

Requirements

  • 5+ years of experience in Operations, Customer Experience Operations, or Support Operations with demonstrated leadership responsibility.
  • Hands-on expertise with Intercom or similar helpdesk solutions.
  • Proven track record of implementing data-driven strategies to enhance customer experience.
  • Strong analytical skills with the ability to translate complex data into actionable insights.
  • Excellent communication and collaboration skills to work effectively across departments.

Nice to Have

  • Experience in the healthcare advertising industry.
  • Familiarity with AI tools and their application in customer support.
  • Project management experience.

What We Offer

  • Competitive salary ranging from $120,000 to $150,000 annually.
  • Fully remote work environment with flexible hours.
  • Opportunities for professional development and growth.
  • Collaborative and innovative company culture.
  • Comprehensive health benefits and wellness programs.
Why This Job8.5 of 10

This Remote Senior Support Operations Manager role at DeepIntent offers a unique opportunity to lead customer experience initiatives in the healthcare advertising sector, with a competitive salary and a fully remote work environment.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

→

Proficient in using Intercom for customer support operations, with a strong ability to analyze customer feedback and data to enhance service delivery in the healthcare advertising sector.

→

Demonstrates a proactive approach to remote work, effectively managing multiple projects and prioritizing tasks while maintaining a focus on customer experience and operational improvements.

→

Possesses a strong analytical mindset, utilizing AI tools to derive insights from data analysis and drive strategic decisions that enhance support processes and client satisfaction.

Learning Resources

→Intercom Help Centerguide
→Data Analysis for Business: An Introduction to Using Excelcourse
→Understanding AI in Customer Servicearticle

Career Path

Remote Senior Support Operations Manager - Healthcare Focus(Now)→Director of Customer Experience(1-2 years)→Vice President of Support Operations(3-5 years)

Market Overview

Market Size 2024
$1.5B
Annual Growth
15.2%
AI Adoption in Customer Support
70%
Investment in Customer Experience Tools
+45%
Labour Demand for Support Roles
+25%
Avg Salary for Senior Support Operations Manager
$120K

Skills & Requirements

Required
IntercomCustomer ExperienceData Analysis
Growing in Demand
ZendeskChatbot ImplementationCustomer Journey Mapping
Declining
Traditional Call Center ManagementEmail Support Systems

Domain Trends

Rise of AI in Customer Support
70% of organizations are adopting AI tools to enhance customer support efficiency, leading to quicker response times and improved customer satisfaction.
Shift Towards Omnichannel Support
Over 60% of customers expect seamless service across multiple channels, prompting businesses to integrate platforms like Intercom with various communication tools.
Data-Driven Customer Experience
Companies that leverage data analytics for customer experience improvements see a 20% increase in customer retention rates.

Industry News

Loading latest industry news...

Finding relevant articles from the last 6 months

All job postings are automatically gathered by algorithms. We do not review or verify listings, be careful when applying and do not sign-in with iCloud or Google services.