Digital Support Transition Manager
| Company | Autodesk |
|---|---|
| Location | Montreal, QC, Canada, Madrid, Spain, Bengaluru, Karnataka, India |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 7+ years of experience in technical support, digital support operations, or customer service management
- Strong understanding of chatbot technologies, live support workflows, and digital customer service platforms
- Proven ability to collaborate effectively with IT and support teams to refine chat transfer mechanisms, enhance knowledge management and automation processes
- Exceptional problem-solving & analytical skills to identify trends and a proactive approach to process optimization
- Excellent communication, project management and stakeholder engagement skills
Responsibilities
- Oversee and optimize the transition of customer inquiries from chatbot interactions to live Technical Support Agents, ensuring a smooth and efficient handoff
- Ensure that complex or high-impact issues are routed efficiently to technical support agents while minimizing unnecessary escalations
- Work with IT to refine chat routing mechanisms, ensuring inquiries are directed to the correct teams for faster resolution
- Work closely with Digital and Assisted Support teams to enhance knowledge base articles, video content, chatbot responses, and automation strategies
- Ensure that support agents receive complete and relevant details from chatbot conversations to minimize repetitive questioning and improve resolution times
- Support technical support teams by streamlining workflows, reducing inefficiencies, and implementing best practices for assisted support interactions
- Assist technical support teams with process changes, ensuring they are equipped with the latest tools, best practices, and necessary training
- Continuously identify and address pain points in the digital-to-agent transition to create a seamless customer support journey
- Collaborate with automation teams to refine chatbot responses, ensuring they effectively triage inquiries before reaching human agents
- Identify patterns in customer issues and drive the implementation of self-healing solutions to reduce repeat incidents
- Track key metrics related to chatbot-to-agent handoffs, analyze trends, and implement data-driven improvements to optimize efficiency
- Maintain clear documentation of chatbot processes, agent workflows, and best practices to drive consistency and operational excellence
Preferred Qualifications
- Experience with AI-driven support systems, automated chat routing, and technical support frameworks
- Background in SaaS, IT services, or enterprise technical support environments
- Familiarity with CRM, chat, and support ticketing tools