Support at Fin changes constantly, and our processes need to keep pace with this level of change. The right candidate is exceptionally customer-focused, comes from a customer-facing background, and has experience leading and managing processes and workflows in a large organisation. You bring clear opinions and recommendations, work with a high degree of autonomy, and hold the line on the customer experience when working with other teams. You combine exceptional project management and attention to detail with a data-driven mindset and a proven ability to influence and collaborate at every level of the organisation.
What will I be doing?
Strategy and ownership
Challenge and, where warranted, completely redesign existing processes and ways of working: you won’t be constrained by ‘how we’ve always done it’, and you’ll have the support of Customer Support leadership to make bold changes
Own and evolve the framework for reviewing, prioritising and implementing Customer Support processes and workflows across Human and AI Support, so every change improves the customer experience
Build and maintain a long-term process strategy and roadmap for Support, balancing quick wins and immediate fixes with strategic improvements
Own the long-term Continuous Improvement strategy for Support, setting priorities and a roadmap that cover both Human and AI support
Bring clear proposals and recommendations to leadership, and act on them with autonomy
Partner with teams outside of Customer Support to design processes that work end to end, agreeing clear ownership, handoffs and shared goals so the customer experience holds across team boundaries.
Process design and improvement
Analyse current processes across Human and AI Support and decide whether each should be improved, redesigned from scratch or removed entirely. Where AI and automation can fundamentally change how the work gets done, lead that transformation rather than layering them onto legacy workflows
Own day-to-day operational process fixes and keep existing processes effective
Design and roll out new or improved processes, solo or with SMEs, partnering closely with Customer Support leaders and ICs in every region so processes work globally, not just for one region
Design and implement process control metrics, and monitor process performance and KPIs
Use data to find where processes are failing, size the opportunity and prove the impact of changes, building and maintaining dashboards and reports that give leaders a clear view of process health across Human and AI support
Ensure compliance with internal policies and external regulations
Continuous Improvement
Maintain and iterate on the Continuous Improvement framework, using insights from both Human and AI support to drive improvements, across Enablement, Quality, AI support, etc.
Turn insights into a prioritised improvement backlog, with clear owners across respective internal teams
Track whether each improvement worked, using before-and-after measures such as repeat contact rate, resolution rate and CX
Turn customer conversation data into clear, actionable insights for Product, Engineering and other teams, giving them evidence to shape priorities and roadmap decisions
Stakeholders and delivery
Hold the line on the customer experience with cross-functional partners, challenging constructively when a proposed change would compromise the customer
Partner and collaborate with cross-functional teams to build and maintain processes and related training
Take full ownership of large, cross-functional special projects that improve the customer experience, increase teammate efficiency and engagement, and drive company goals
Communicate and engage on all process and continuous improvement changes with Customer Support and the wider organisation
What skills do I need?
Experience: 4+ years in Customer Support or a customer-facing role, including 2+ years in process management or continuous improvement and 2+ years in project or program management
Strong technical capability: You are hands-on and credible in a complex SaaS tech stack, including CRM systems such as Salesforce. You can configure workflows, integrations and automations yourself rather than relying on others to build them. Experience with system integrations or process harmonisation is a bonus.
AI and automation: Proven track record of using AI and automation to drive improvements, ideally in an AI-first or SaaS support organisation. Knowledge of Fin (previously Intercom) is a strong advantage.
Improvement frameworks: Strong knowledge of process and continuous improvement methodologies (Six Sigma, Kaizen, etc.)
Data and strategy: You analyse data, turn it into clear insights for stakeholders, and build a long-term process strategy and roadmap that becomes practical, prioritised plans
Ownership: A self-starter who delivers complex programs with minimal guidance, forms a point of view and brings proposals rather than questions
Influence: Confident and credible with senior leaders and cross-functional partners. You challenge constructively and hold the line on the customer experience.
Collaboration: Strong communicator who builds rapport quickly with technical and non-technical colleagues and involves frontline teammates early
#LI-Hybrid
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Policies
Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
