Compensation
Salary undisclosedDescription
About the Role:
Glean is seeking a highly analytical individual to sit within the Support Organization and focus on making our Support team more effective through metrics, AI‑powered tooling, and operational excellence.
You will:
- Metrics, Reporting & Insights
- Define, track, and continuously refine Support metrics, including ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort.
- Build and maintain dashboards and recurring reports in spreadsheets and BI tools (e.g., Sigma / Looker / Tableau) to give Support and CX leadership clear visibility into performance and trends.
- Present insights and recommendations to Support and CX leadership on a regular cadence, highlighting risks, opportunities, and the impact of AI/automation initiatives.
- AI Tooling, Agents & Automation
- Serve as the operational owner for AI‑powered support tools (e.g., Glean agents, internal copilots, routing/triage bots, macros with AI, deflection experiences), including configuration, monitoring, and continuous improvement.
- Analyze agent and automation performance (resolution rate, handoff quality, mis‑routes, downvotes) and run structured experiments on prompts, workflows, and routing rules to improve outcomes.
- Partner with Product, Engineering, and Data Science to scope and launch new AI use cases for Support (e.g., intelligent routing, duplicate detection, auto‑tagging, SLA risk prediction, backlog forecasting).
- Ensure AI/automation features are rolled out with clear guardrails, runbooks, and monitoring, and that human support workflows integrate smoothly with AI experiences.
- Program & Project Management
- Lead special projects that materially improve Support productivity and customer experience (e.g., new queue designs, channel strategy updates, AI rollout pilots, process re‑designs).
- Own work‑back plans, stakeholder alignment, risks, and communication for these initiatives, ensuring projects land on time and with clear success metrics.
- Partner with CX Ops and cross‑functional stakeholders to design and run A/B tests and quasi‑experiments across macros, forms, flows, and AI experiences, quantifying impact on FRT, TTR, CSAT, deflection, and agent effort.
- Process Design & Knowledge
- Analyze support workflows and ticket data to identify operational inefficiencies and recommend process improvements across tools, queues, and channels.
- Document support processes, SOPs, and runbooks; maintain internal knowledge base and enablement content for Support tooling and AI features.
- Partner with Support leadership to define SLIs/SLOs for Support operations and AI tools, with clear alerting and actionable runbooks when thresholds are breached.
- 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
- Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.
- Strong understanding of key post-sales metrics and leading indicators
- Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.
- Curious: Eager to tackle process, workflow, and AI‑related challenges to improve team outcomes.
- Customer‑driven: Motivated by improving both internal support processes and the end customer’s experience.
- Systems thinker: You enjoy mapping how tools, data, and processes fit together and simplifying complexity for others.
- Data‑driven experimenter: You’re comfortable forming hypotheses, running experiments, and measuring impact, especially around AI and automation.
- Continuous learner: Always looking for opportunities to document, measure, and refine team practices as AI capabilities evolve.
- Nice‑to‑Have Skills:
- Proficiency with SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau).
- Prior experience designing or operating support automations and AI agents (e.g., Fin, Glean agents, Zendesk bots, workflow tools).
- Experience driving change management in support organizations, including training, communications, and adoption measurement.
- Working knowledge of SaaS products and/or cloud technologies.
- Familiarity with knowledge base management and content creation.
- This role is hybrid (4 days a week in our Mountain View office)
Compensation & Benefits:
The standard base salary range for this position is $120,000 - 175,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.
We’re committed to building and sustaining a diverse, inclusive workplace. We strive to attract and retain people with a wide range of backgrounds, experiences, and perspectives, and we do not discriminate on the basis of gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
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Data ScienceSQLAgentic AITableau
- Posted
- May 12, 2026
- Last seen
- Oct 13, 2026
- First seen
- Oct 13, 2026
