Title - Program Manager II 

Department - Customer Support 

Overview:
We are seeking an experienced and forward-thinking Support Intelligence Strategist to join our Customer Support Operations team. In this high-impact role, you’ll be responsible for extracting actionable insight from ticket data to inform Product and Engineering priorities. You’ll use a combination of traditional data analysis and cutting-edge generative AI tools—including prompt engineering techniques—to uncover trends, emerging issues, and meaningful patterns that drive better customer and business outcomes.

This is not a reporting-only role—it’s about building an intelligence function that tells the story behind the data, using both structured and unstructured inputs.

Key Responsibilities:

• Export, clean, and analyze customer support ticket data from systems such as Zendesk, Salesforce, Jira, or ServiceNow.
• Identify top drivers, root causes, emerging trends, and recurring friction points through quantitative and qualitative analysis.
• Use LLMs (e.g., ChatGPT, Claude, Gemini) for advanced data exploration—including summarization, classification, clustering, and theme discovery.
• Apply prompt engineering techniques to optimize LLM outputs for insight generation, trend detection, and automation of reporting workflows.
• Develop and deliver concise, executive-ready insight reports (weekly/monthly/quarterly) that clearly identify the “so what” for Product and Engineering leaders.
• Collaborate with Engineering and Product teams to ensure findings translate into backlog prioritization and feature planning.
• Proactively tag or enrich historical support data to fill gaps and improve the quality of analysis.
• Build semi-automated workflows that combine spreadsheets, SQL, and GenAI tools to streamline ongoing analysis and trend reporting.

Required Qualifications:

• 5+ years in a data-focused role such as Data Analyst, Insights Manager, Support Analytics Lead, or Business Intelligence Specialist.
• Advanced proficiency in SQL and Excel/Google Sheets; ability to manipulate large datasets and perform custom analyses.
• Demonstrated use of generative AI tools (e.g., ChatGPT, Claude, Gemini) in an applied, work-related context.
• Experience crafting precise and effective prompts to extract high-quality outputs from LLMs (prompt engineering).
• Strong data storytelling skills—ability to translate complex data into narratives and visualizations that drive decisions.
• Experience working with customer support or product data in a SaaS or software environment.
• Ability to work independently, handle ambiguity, and communicate clearly across technical and non-technical audiences.

Preferred Qualifications:

• Experience with unstructured data and text classification (e.g., NLP, theme detection).
• Familiarity with support systems such as Zendesk, ServiceNow, or Jira.
• Knowledge of customer satisfaction and operational metrics (e.g., CSAT, FRT, NPS).
• Experience creating automated dashboards or insight workflows using GenAI, Python, or BI tools.

What Success Looks Like in 90 Days:

• A repeatable process is established to produce weekly insights and theme detection using AI-enhanced workflows.
• Ticket trends and emerging product issues are clearly identified, quantified, and prioritized for action by R&D.
• One or more prompt-driven automation solutions are live, improving the speed or quality of analysis.