[Hiring] Digital Strategy Manager @MNTN

Role Description

This role sets the standard for a high-value support experience and makes support a leading indicator of customer health across MNTN. As the Digital Strategy Manager - Support Experience , you will:

• Find out why customers contact us and how they feel.
• Design and automate the conversations that resolve their problems.
• Build the connection to Product and Engineering so issues are caught early and fixed at the source.
• Focus on clear priorities, owners and dates, and metrics that show impact on customer experience, efficiency, and retention.
• Bring a point of view on how support should work and the agency to make decisions.

Qualifications

• 5+ years in customer support or support operations.
• Proven record of delivering solutions that measurably improved resolution, support demand, or CSAT.
• 2+ years running an AI agent in production that resolves customer conversations.
• Hands-on experience building and improving automation in Intercom or a similar platform.
• Experience building the support infrastructure for proactive issue detection and escalation to Engineering.
• Deep understanding of the customers, product, and brand you support.
• Strong storytelling and presentation skills.
• Strong analytical skills and judgment to define support health reporting.
• Sound judgment and an ownership mindset.

Requirements

• Design the Support Insights Program.
• Drive Customer Satisfaction.
• Design the Support Conversation Experience.
• Establish Proactive Issue Detection.
• Standardize Support Health Metrics and Reporting.
• Collaborate with Support Leaders on Problems and Solutions.
• Partner with Content on AI Response Efficacy.
• Prioritize for Business Impact.

Benefits

• Work in a company culture defined by shared values like trust, ambition, quality, radical honesty, and compassionate leadership.
• Opportunity to make a bigger impact and own more responsibilities.
• Be part of a team recognized as one of Ad Age’s Best Places To Work in 2026.

Company Description

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

• Our solutions give advertisers total transparency and complete control over their campaigns.
• Fastest go-live in the industry.
• Thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.