Manager, Express Desk Support

This role combines daily team management with ownership of our AI-powered support experience. You’ll play a key role in coaching your team, optimizing performance, and improving automation workflows in partnership with our product and engineering teams. The ideal candidate is a strong operator who thrives on team development, loves solving process problems, and gets excited about how AI can level up human support. You will lead and support a specialized Support team focused on high-volume case resolution from Worker type users, bug escalation, and AI-assisted workflows. You will own and optimize our Decagon AI integration, including writing and maintaining AI Agent Operating Procedures (AOPs) that drive accurate, consistent, and scalable automated responses via AI Chat and AI Email. You will manage daily operations, including scheduling, workload distribution, quality assurance, and performance monitoring. You will also deliver regular 1:1s, career plans, performance reviews, and real-time coaching to drive IC growth, engagement, and performance. Own hiring, onboarding, and continuous enablement to ensure your team is equipped and empowered to succeed.