Support Operations Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee, maintain, and enhance Support systems and workflows in collaboration with the Support Systems Engineer.

• Set up workflows that facilitate QA, coaching, reporting, workforce management, and customer experience initiatives.

• Recognize and minimize manual tasks, remove barriers, and optimize the utilization of Support tools.

• Establish operational requirements and collaborate with technical teams to test, implement, and deploy system enhancements.

• Convert operational needs into scalable system specifications and workflows.

• Ensure the accuracy and reliability of Support operational data, guaranteeing its proper integration into reporting and downstream business systems.

• Enhance data quality, automation, reporting inputs, and operational visibility in partnership with Analytics, RevOps, and Support.

• Manage projects from problem identification through implementation, rollout, and refinement.

• Develop and maintain documentation for workflows, system configurations, requirements, and operational processes.

• Establish best practices and resources that foster tooling adoption.

• Collaborate on change management initiatives, communicate across both technical and non-technical teams, and identify operational risks.

• Become a subject matter expert on how Support tools facilitate the organization’s scalability.

⛳️ Requirements

• Proven experience in Support Operations, Customer Experience Operations, Business Operations, Systems Administration, or a comparable operational role.

• Familiarity with support tools such as ticketing systems, knowledge bases, QA platforms, workforce management tools, CRM systems, or similar operational platforms.

• Demonstrated experience in enhancing workflows, automations, processes, or operational systems.

• Capability to identify inefficiencies, trends, and dependencies while developing scalable solutions.

• Proficiency in working with data, reporting, and operational metrics.

• Strong emphasis on data accuracy, documentation, and consistency.

• Ability to collaborate effectively with technical teams and comprehend systems, integrations, and data flows.

• Capacity to independently manage ambiguous projects and translate operational needs into well-defined requirements and recommendations.

• Ability to operate at the intersection of people, processes, data, and technology.

• Skill in working cross-functionally and supporting the adoption of enhanced working methods.

🏝️ Benefits

• Provides equity/stock options with a 10-year exercise window.

• Offers unlimited PTO with a recommendation of four weeks per year.

• Grants twelve weeks of fully paid family leave for employees in the US.

• Includes a $1,200 annual budget for learning and professional development.

• Offers a one-time $2,000 budget for home-office setup, covering furniture, monitors, peripherals, and ergonomic equipment.

• Supplies a company-provided laptop.

• Extends health benefits for employees and their dependents, subject to Employer of Record availability.

• International employees receive statutory benefits and, where applicable, employer-paid supplemental health coverage.

• Hosts annual company offsites, team offsites, local meetups, and virtual events.