Support Operations Lead

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

📋 Description

• Administration & Management of Tools

• You will establish routing protocols and automation, utilizing AI tools to ensure the support team operates seamlessly. You are prepared to take any necessary actions to eliminate obstacles that hinder the team from assisting our customers effectively.

• Reporting & Data Analysis

• You will create and manage dashboards and reports that highlight real-time activities within the queue: trends in ticket volume, time-to-first-response, time-to-resolution, customer satisfaction (CSAT), and individual performance metrics for our support team.

• Staffing and Capacity Planning

• Take ownership of the staffing model. Convert ticket volume predictions into staffing and other strategic recommendations.

• Design of Workflows & Processes

• Recognize where tasks become stalled, delayed, or performed inconsistently, collaborating with cross-functional teams to ensure the right systems are in place for our team to work together as effectively as possible.

⛳️ Requirements

• 4-7 years of experience in Support Operations, Customer Experience Operations, or a similar field

• Extensive hands-on experience with Zendesk administration — triggers, automations, routing, SLA configurations, reporting, and integrations come naturally to you

• Proven capability to develop systems from the ground up: you have implemented a system, process, or program in a setting where none existed prior

• Strong analytical abilities — proficient in SQL, Excel/Sheets modeling, and BI tools (Looker, Tableau, or equivalent); you are adept at extracting your own data

• Experience in capacity planning or workforce management — you have constructed a staffing model and presented it to leadership

• Proficient in utilizing AI tools to enhance team workflows and operational efficiency.

🏝️ Benefits

• Start-up equity

• Comprehensive health, vision & dental insurance

• Team-building events and social gatherings

• Flexible paid time off

• Apple equipment along with a home office budget