Staff Domain Expert, Customer Support

Responsibilities

• Serve as the domain expertise and product management engine for Workato's Customer Support AI agents and apps.
• Translate deep knowledge of CX, service operations, and support workflows into production-grade AI agents and apps that drive measurable customer outcomes.
• Lead the discovery and capture of Customer Support-domain AI agent and app concepts through customer engagement, field collaboration, and internal research.
• Build a library of high-value AI use cases across support, service delivery, and CX functions.
• Author PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment.
• Run targeted AI workshops with top Customer Support accounts, facilitating hands-on sessions that accelerate AI agent adoption and produce referenceable, production-grade customer outcomes.
• Partner with Workato's internal teams to bring learnings from customer engagements back to the business, ensuring Workato itself is the leading example of what AI transformation looks like in practice.
• Collaborate with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion.
• Develop Customer Support-specific AI thought leadership, POV, and customer stories that demonstrate Workato's impact across service and CX organizations.
• Work with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas.

Requirements

• 7+ years in a customer-facing or domain specialist role with a Customer Support or CX focus (e.g., support operations, service delivery, ITSM, or solutions consulting for CX/support technology).
• Deep understanding of Customer Support technology, workflows, and personas (VP CX, Head of Support, ITSM leads, CS Ops) across multiple industries.
• Experience scoping and delivering automation or AI solutions in support environments; familiarity with tools such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk, or similar.
• Experience with AI tools, large language models, or agentic workflow platforms; hands-on experience with Workato (AI agents, automation recipes, integration platforms) is a strong plus.
• Ability to translate business problems into structured product requirements (PRD authorship or equivalent).
• Proven track record influencing revenue — through quota-carrying roles, pipeline generation, or expansion in a customer-facing capacity.
• Located in North America with flexibility to travel.