Senior Manager of Support Optimization AI & Automation

Summary

The Support Optimization Manager AI & Automation is responsible for designing, building, testing, and continuously improving AI-driven support workflows within Intercom. Reporting to the Senior Manager of Support Optimization AI & Automation, this role focuses on making Fin (Windy) effective at handling defined tasks, while ensuring Support agents are set up to focus on complex issue resolution.

This role is hands-on and execution focused, owning the day-to-day creation, QA, and iteration of Fin workflows, data connectors, snippets, and supporting content. The Support Operations Manager works closely with Engineering on technical integrations and with Support teams to ensure solutions are accurate, usable, and scalable.

Key Responsibilities

• Build, configure, and maintain Fin (Windy) workflows, automation, and task-based experiences within Intercom.
• Test and validate Windy responses, task handling, and automation logic prior to release.
• Partner with Engineering to define, test, and support required data connectors and integrations.
• Write and maintain task procedures and decision logic used by Windy.
• Create, refine, and QA snippets and responses used by Windy to answer trader questions.
• Continuously monitor performance and accuracy of Windy and automation workflows.
• Identify gaps, edge cases, and failure points, and iterate to improve reliability and usability.
• Assist with Help Center articles and supporting documentation as needed to ensure content alignment.
• Ensure workflows and automation align with defined CX standards and compliance requirements.
• Participate in agent feedback loops to ensure solutions reduce friction and do not introduce new complexity.
• Support ongoing experimentation, testing, and rollout of new automation use cases.
• Document workflows, logic, and changes to ensure maintainability and knowledge sharing.

Required Qualifications and Key Competencies

• 4+ years of experience in support operations, automation, or CX tooling roles.
• Deep, hands-on expertise with CRM’s, including workflows, bots, reporting, and automation.
• Experience working with AI-driven support tools, including Fin or similar conversational AI platforms.
• Strong experience testing, QA’ing, and maintaining automated workflows and integrations.
• Comfort partnering with Engineering on technical requirements and data integrations.
• Strong understanding of support operations and frontline agent workflows.
• Detail-oriented with a strong bias toward quality and reliability.
• Ability to clearly document logic, procedures, and workflows.
• Excellent problem-solving and communication skills.

Preferred Skills

• Experience building and maintaining data connector, driven automation.
• Ability to translate complex processes into clear, task-based automation flows.
• Strong prioritization skills in fast-moving environments.
• Comfort iterating quickly while maintaining operational accuracy.
• Proficiency with Intercom Workflows and Fin.
• Intercom Academy Certification (or demonstrated progress toward certification), indicating deeper expertise with Intercom workflows, automation, reporting, and AI tools such as Fin (Windy).
• Basic understanding of Google Suites, including Sheets, Docs, Slides, and Forms.

Mathematical Skills                   

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.  

Reasoning Ability                   

Ability to apply common sense understanding to carry out written or oral instructions.  Ability to deal with problems involving concrete variables in standardized situations.  Ability to solve practical problems via a logical, analytic approach. 

Computer Skills                   

To perform this job successfully, an individual must have knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency. Familiarity with Google Drive and Google Docs is a must. Computer experience/operation is required. Must have the ability to operate general office equipment.

Other Skills and Abilities          

Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills. Ability to work under dynamic schedule constraints and consistently meet deliverable timelines.

Company Culture & Perks

• Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras-on during meetings and a robust Slack environment for communication. 
• Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded. 
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees 
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

•  $80,000 - $90,000.
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.