Leading the discovery and capture of Customer Support-domain AI agent and app concepts through customer engagement, field collaboration, and internal research - building a library of high-value AI use cases across support, service delivery, and CX functions
Authoring PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment
Running targeted AI workshops with top Customer Support accounts - facilitating hands-on sessions that accelerate AI agent adoption and produce referenceable, production-grade customer outcomes
Partnering 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
Collaborating with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion
Developing Customer Support-specific AI thought leadership, POVs, and customer stories that demonstrate Workato's impact across service and CX organizations
Working with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas
Requirements
Qualifications / Experience / Technical Skills
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
Soft Skills / Personal Characteristics
Ownership mindset - operates end-to-end from concept capture to production deployment with no handoff gaps
Velocity over consensus - iterates fast, finds the gaps, and acts on the growth edge rather than waiting for everyone to align
Customer-first - every use case starts and ends with a real customer problem; outcomes over optics
Comfortable building in ambiguity - creates new playbooks rather than fitting into established ones
Communicates credibly with senior buyers - can engage VPs of CX, Heads of Support,
Benefits
Remote work optionsFlexible schedule
Additional Information
About Workato
Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato's cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit www.workato.com
Why join us?
Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care . That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley, please submit an application. We look forward to getting to know you!
Also, feel free to check out why:
Business Insider named us an "enterprise startup to bet your career on"
Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world
Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
Quartz ranked us the #1 best company for remote workers
Workato · Boston, MA