Senior Manager of Support Optimization AI & Automation

$80,000 - $90,000/yr

Support Automation Chat Integration AI-driven Chat & Voice Agents Automation Architecture & Maintenance Data Quality Validation Intercom OpenAI API Claude API Langchain

Topstep

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Role Overview

The Senior Manager of Support Optimization AI & Automation is responsible for designing, building, testing, and continuously improving AI-driven support workflows within Intercom. This hands-on, execution-focused role centers on making Fin (Windy) effective at handling defined tasks while ensuring Support agents can focus on complex issue resolution.

This position involves day-to-day creation, QA, and iteration of Fin workflows, data connectors, snippets, and supporting content. You'll work closely with Engineering teams on technical integrations and with Support teams to ensure solutions are accurate, usable, and scalable.

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
Ensure workflows and automation align with defined CX standards and compliance requirements
Participate in agent feedback loops to ensure solutions reduce friction and complexity
Support ongoing experimentation, testing, and rollout of new automation use cases
Document workflows, logic, and changes to ensure maintainability and knowledge sharing

Requirements

4+ years of experience in support operations, automation, or CX tooling roles
Deep, hands-on expertise with CRMs, 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

Nice to Have

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
Proficiency with Intercom Workflows and Fin
Intercom Academy Certification or demonstrated progress toward certification
Basic understanding of Google Suites including Sheets, Docs, Slides, and Forms

Benefits & Perks

Seven Company-paid Holidays and generous Family Leave
Front-loaded paid time off
Competitive 401(k) matching
Health, dental, and vision insurance for full-time employees
Vacation bonus for taking 5 consecutive days
Employee referral bonuses
Food and groceries budget
Health and wellness contributions
Performance-based bonus eligibility

About the Company

Topstep offers an engaging work environment ranging from fully remote to hybrid, fostering a culture of collaboration with cameras-on meetings and robust Slack communication. The company is committed to being an Equal Opportunity Employer and fostering an inclusive environment for all employees.