Role Purpose
Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience.
Key Responsibilities
- Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains.
- Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy, and customer trust.
- Opportunity Identification & Ticketing: Translate insights and customer pain points into clear, actionable tickets for the Build Program to implement. Track progress and validate post-launch impact.
- Product Release Readiness: Own the journey readiness process for product and support releases coordinating KB/IKB content updates, testing, and validation to ensure seamless deployment.
- User Acceptance Testing (UAT): Participate in UAT for all journey-affecting changes, ensuring logic, tone, and experience meet quality standards before go-live.
- Knowledge Management: Create, maintain, and optimize journey-related knowledge content to ensure accuracy, discoverability, and alignment with customer intent.
- Performance & Impact Tracking: Monitor key journey metrics (containment, CSAT, cost per contact) to identify trends, root causes, and areas for improvement.
- Escalation Management: Manage L4 escalations within your journey, ensuring timely resolution and capturing learnings to inform systemic fixes.
- Voice of Customer: Analyze customer sentiment, survey results, and feedback to surface insights that drive journey-level improvements.
- Cross-Functional Collaboration: Work with Product, Engineering, Operations, and Build Program teams to align on improvements, readiness, and quality outcomes.
What You’ll Need to Succeed
- Experience in customer support, knowledge management, or journey optimization.
- Proven ability to analyze data, identify improvement opportunities, and translate insights into actionable change requests.
- Understanding of virtual agent logic, self-service flows, and automation performance.
- Strong attention to detail with experience managing KB/IKB content and release readiness.
- Excellent collaboration and communication skills; comfortable working across teams and systems.
Key Success Metrics
- Containment and automation performance improvements
- CSAT and sentiment uplift within the journey
- Accuracy and timeliness of KB/IKB updates
- Quality and readiness of journey releases (zero defects at launch)
- Reduction in escalations and root cause recurrence
Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
