Growth Operations Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance and streamline Peerspace's operational framework through innovative strategies and growth initiatives.

• Design and execute scalable solutions that transform customer operations, trust and safety, and sales processes into efficient automated systems.

• Detect operational impediments and craft data-driven resolutions.

• Develop, implement, and maintain integrations among essential operational systems and product infrastructure.

• Create automated workflows that enhance efficiency and data precision across platforms.

• Build and refine internal tools for customer support and trust & safety teams, encompassing case management, automated responses, and support analytics.

• Design and implement AI-driven customer support solutions, including automated response systems, intelligent ticket routing, and predictive analytics.

• Establish and manage dashboards and reporting systems that deliver real-time insights into customer support metrics, team performance, and system health.

• Collaborate with product, engineering, operations, customer success, and trust & safety teams.

• Consistently assess and enhance support workflows through technical automation and process optimization.

⛳️ Requirements

• Strong programming background with expertise in SQL and at least one modern programming language (such as Python, JavaScript, etc.).

• Experience with API integrations and webhook implementations.

• Practical experience with customer support platforms (preferably Intercom), CRM systems, and related software (like MixMax, Zapier, Outreach, etc.).

• Understanding of contemporary SaaS architecture and integration methods.

• Familiarity with AI platforms and their applicable uses in customer support environments.

• Over 3 years of experience in technical operations, customer operations, or similar roles where you've developed or managed support systems at scale.

• Strong analytical abilities with experience in data analysis and visualization tools.

• Capability to convert complex operational challenges into technical solutions.

• Excellent written and verbal communication skills, enabling effective collaboration with both technical and non-technical stakeholders.

• Profound understanding of customer support operations and how technology can enhance customer experiences.

🏝️ Benefits

• Equity compensation.

• 100% employee coverage of medical, dental, and vision insurance.

• Discount on all Peerspace bookings.

• Provision of a laptop, high-resolution display, and a stipend for setting up a home office.

• Monthly cell phone and internet credit.

• Annual in-person company offsite and team-building events (hosted at Peerspace locations, naturally).

• Wellness Days observed company-wide.