Dig Insights is an innovation intelligence company that helps brands find the next sources of growth for their business, and predict which opportunities are most likely to be successful. We’ve been around for 16+ years, and we’ve taken our expertise in innovation insights and turned it into a technology-driven, predictive model for consumer brands.
Our clients span verticals including CPG, QSR, retail, technology, financial services, and telecommunications. Our work is led by a team of over 250 strategists, insights consultants, developers, and data scientists. We work for a global client base out of offices in Toronto, Chicago, London, and Singapore.
Since we started in 2010, we’ve been focused on setting a new standard for the insights industry – challenging the traditional model and building for what comes next. That means hiring people who are bright, creative, resourceful, and kind. People who succeed at Dig are curious, question established norms and are passionate about helping our clients to move their businesses forward. If you want to join a team that takes themselves just seriously enough to produce great work, we’d love to welcome you.
As we continue to grow, both geographically and in our expertise, we are looking for people who want to join a high-growth and highly collaborative company.
About the role
As Manager, Product Support, you’ll own the support experience for Dig One: the processes, the knowledge, the systems, and the AI agent that sits in front of our customers. This is not simply a respond-to-tickets role. You’ll focus on building and optimizing how support works, keeping our knowledge accurate and well structured for both customers and AI, and resolving the issues that requires a human in the loop. You’ll partner closely with Product, Tech, Commercial Enablement, Operations, Customer Success, and Finance, and bring the voice of the customer into roadmap discussions. This role reports to the SVP, Commercial Strategy and Operations, and is based at our Toronto HQ.
Responsibilities
Your primary responsibilities will include, but are not limited to:
Support Operations & Systems
- Design, implement, and continuously improve support processes that enhance the customer experience, and lead initiatives to scale Dig One.
- Tag and report on tickets, analyze support metrics (including CSAT and deflection), and run root cause analysis on recurring issues to drive permanent fixes.
- Resolve tickets that reach a human after AI Agent intervention, and escalate severe issues quickly to Finance, CS, or Tech.
- Design and maintain Messenger flows, recommended content, and routing from self-serve help to ticket creation.
- Manage Intercom configuration and integrations, and provide input on contract and renewal.
- Partner with Compliance, Trust, and Security on data deletion, security questionnaires, and account access requests.
Knowledge Management, Help Center & AI Agent
- Own the Help Center, including its structure, information architecture, branding, and tone as the product and positioning evolve.
- Create and continuously improve documentation for new features, onboarding (including Academy), best practices, and the Publishing Program, with how-to videos and imagery, to drive ticket deflection.
- Align with Knowledge Management so documentation and messaging stay consistent across the organization.
- Structure and refine support knowledge so the AI agent can retrieve, interpret, and act on it, partnering with Enablement, GTM Ops, and Tech to improve agent skills, tools, and knowledge.
Product, Tech & Operations Collaboration
- Diagnose technical issues, log them in Jira with scope, priority, and urgency, and triage to the right team. Work with Tech to minimize client impact and manage internal communications.
- Maintain the known-issues list and workarounds.
- Be the voice of the customer: connect feature requests and pain points to Product and Tech to inform prioritization.
- Own release readiness: test new features pre-launch, assess support impact, and sign off that docs, GTM initiatives, and agent content are ready.
- Check in regularly with Operations on system performance to spot patterns early, proactively contact external users when needed, contribute to improving the Velocity Algorithm, and support Enablement and Agile Solutions with templates and the question library.
In-Platform Communications
- Manage banners, messages, and tooltips, including incident and outage communications, and drive adoption of new features through proactive in-product messaging.
- Publish product release and patch notes.
- Run the NPS survey and follow up on low scores, escalating to CS.
Experience, skills and requirements
- 4+ years of relevant experience, including experience in customer support, customer experience, or a similar function.
- University degree or post-graduate program in a relevant field (Business, Communications, Information Management, or other).
- Excellent written and oral communication skills in English, with the ability to write clear, well-structured documentation.
- Experience with process design and optimization, and with knowledge management or help center ownership.
- Experience with support platforms such as Intercom (or similar), including configuration, workflows, and reporting.
- Experience with AI tools and comfortable applying them to support workflows, including improving AI agent performance.
- Experience collaborating with Product and Tech teams, including diagnosing issues and logging them in tools like Jira.
- Strong cross-functional collaboration skills, with the ability to influence without direct authority.
- Able to work in a fast-paced, dynamic environment.
- Ability to meet tight deadlines while maintaining close attention to detail.
- Ability to work independently and with a team.
Work Perks:
- A hybrid-remote work environment, where employees have the flexibility to work remotely or from one of our offices
- Unlimited vacation policy
- Reimbursement for health and wellness classes/memberships and continuous learning
- RRSP / 401K employer matching program
- Offices in Toronto and Chicago, located steps to public transportation in the downtown core
- Regular social events such as charity poker nights, trivia events, team building days, and more!
To find out more about us visit us at www.diginsights.com.
Our culture is built on 5 core values: Energy, Excellence, Evolution, Equality and Empathy. We believe that our success is dependent on the diverse talents, skills, and ideas of its staff. We are committed to creating an inclusive work environment and encourage applications from all qualified candidates including those in the BIPOC and LGBTQ communities, and from people with disabilities.
We thank you for your interest in Dig Insights, however, only candidates who are chosen for an interview will be contacted.
