Senior Customer Support Operations Specialist

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

📋 Description

• Contribute to the continuous enhancement of AI's role in supporting our customers by refining the Intercom AI agent / Fin, its knowledge bases, and operational framework.

• Oversee essential support operational dashboards, transforming data into actionable insights for key stakeholders.

• Examine support request trends to pinpoint primary contact drivers, recurring issues, automation possibilities, and customer pain points.

• Create and execute improvements to support workflows utilizing no-code / low-code tools, including routing logic, triggers, snippets, and helpdesk automation.

• Manage the backlog of support improvements: prioritize initiatives, monitor progress, coordinate dependencies, and ensure timely execution.

• Collaborate with Quality Assurance and Knowledge Management to enhance AI response quality, broaden knowledge coverage, and ensure process consistency.

⛳️ Requirements

• Proficient in English (C1 level).

• Minimum of 3 years of experience in Customer Support Operations or a comparable operational position.

• Practical experience with helpdesk tools, support workflows, routing logic, macros/snippets, dashboards, and process automation.

• Hands-on experience with no-code / low-code solutions to streamline workflows and minimize manual effort.

• Confident in leveraging GenAI tools to expedite analysis, documentation, process design, and operational tasks.

• Strong analytical capabilities with the ability to convert support data into organized insights, reports, and improvement suggestions.

• Familiarity with process documentation tools and project management systems (e.g., Jira, Monday.com, Confluence, Guru).

• Strong critical thinking skills, ownership mentality, and a proactive approach to problem-solving.

• Ability to effectively collaborate with cross-functional teams such as Support, Product, Knowledge Management, Quality, or Engineering.

• Preferred: Experience with Intercom/Fin or other AI-driven customer support tools.

🏝️ Benefits

• Flexibility to work remotely, allowing you to tailor your ideal workday.

• Budget for home office setup.

• Resilient home budget for teammates based in Ukraine.

• A robust office in Kyiv, along with co-working expense reimbursement.

• Individual IT budget for additional equipment.

• Access to top-tier technology and AI-driven tools.

• Enrollment in Ideals Academy with a variety of courses available.

• Investment in external learning and development opportunities.

• Assistance in creating a Personal Development Plan.

• Coverage for professional literature and subscriptions.

• Support for your interests as a speaker or writer.

• Opportunities for internal talent mobility.

• Medical insurance and a Wellness Package for sports activities.

• Comprehensive coverage for mental health sessions for Ukrainian teammates.

• Funding for participation in sports competitions.

• 20 business days of paid time off annually.

• Unlimited health-related time off.

• Budget allocated for team meetups.

• Competitive internal referral program.