Customer Support Process & Continuous Improvement Manager (AI/SaaS)

Location: Dublin, Ireland. Hybrid working policy with at least three days per week in the office.

Company

Fin, part of Salesforce, develops the AI Agent Fin and integrated hirify.global help desk to provide AI-supported customer experiences across service, sales, and ecommerce.

What you will do

• Own and evolve the Customer Support process and workflow framework across Human and AI Support.
• Build long-term process and Continuous Improvement strategies, roadmaps, prioritised backlogs, and ownership models.
• Analyse, redesign, implement, or retire processes and lead AI and automation transformations.
• Design process controls, KPIs, dashboards, and reports to measure process health and improvement impact.
• Convert customer conversation and quality insights into actionable priorities for Product, Engineering, Enablement, and other teams.
• Lead cross-functional projects, training, stakeholder communication, and compliance with internal policies and external regulations.

Requirements

• 4+ years of experience in Customer Support or another customer-facing role, including 2+ years in process management or continuous improvement and 2+ years in project or program management.
• Hands-on technical capability in a complex SaaS technology stack, including CRM systems such as Salesforce; ability to configure workflows, integrations, and automations independently.
• Proven experience using AI and automation to drive improvements, ideally in an AI-first or SaaS support organisation.
• Strong knowledge of process and continuous improvement methodologies such as Six Sigma and Kaizen.
• Ability to analyse data, produce clear insights, and build practical, prioritised process strategies and roadmaps.
• Ability to deliver complex programs with minimal guidance, form clear points of view, and make recommendations.
• Confidence and credibility with senior leaders and cross-functional partners, including the ability to challenge constructively and protect the customer experience.
• Strong communication and collaboration skills with technical, non-technical, and frontline colleagues.

Nice to have

• Experience with system integrations or process harmonisation.
• Knowledge of Fin, previously hirify.global.

Culture & Benefits

• Hybrid work with flexibility to work from home and an expectation of at least three office days per week.
• Benefits and resources supporting health, wellbeing, family, time away from work, and financial security; offerings vary by location.
• Open and accepting work environment focused on collaboration, inclusion, and achieving shared goals.
• Equal opportunity and non-discrimination policies based on merit, competence, and qualifications.