About the role

Role Overview

Join the Support organization as a Product Manager (CX & Support Operations). You will shape and execute the Support RevOps roadmap, scale Salesforce Service Cloud case management, and optimize Intercom configuration.

Key Missions

Own and advance the Support RevOps roadmap in partnership with Support leadership, focusing on:
- scaling Service Cloud case management
- optimizing Intercom configuration
Collaborate cross-functionally to translate Support pain points into scalable systems, aligning with:
- Support leadership
- Customer Success leadership
- RevOps/Salesforce development team
Document scalable Support processes and enablement materials, reducing reliance on Product and Data teams through:
- self-serve reporting
- integrations

Requirements

Experience in revenue operations, support operations, or systems administration for a customer-facing team (3+ years)
Strong Intercom expertise (hands-on):
- workflows, custom apps
- data connectors
- multi-channel support (phone, email, chat)
- FIN configuration
Strong Salesforce Service Cloud experience for case management, including:
- queues, SLAs, escalation
- reporting
Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap
Cross-functional collaboration translating Support pain points into scalable systems
Pragmatic execution: balance speed and quality, ship MVPs, and own problems end-to-end
Integration knowledge: APIs, webhooks, data connectors

Nice-to-haves

High-growth startup experience
Experience with workforce management tools such as Assembled (or similar)
Experience with QA / auto-QA tooling
Support domain knowledge (ticketing, case lifecycle, SLAs, escalation paths, agent enablement)

About Owner.com

Owner.com is a fast-growing company operating a customer-facing Support organization. The role focuses on improving Customer Experience and Support operations by building scalable systems and automation across tools like Salesforce Service Cloud and Intercom.