Support Operations Specialist

📋 Description

• Take full ownership of the support tech stack from start to finish: including optimization, configuration, troubleshooting, documentation, integration upkeep, and internal training across platforms such as Intercom, TalkDesk, Assembled, Scorebuddy, and Enterpret.

• Spearhead AI and automation projects: enhance and maintain Fin AI (chat), assess and implement AI solutions for email and phone channels, and manage the internal agent copilot — featuring a planned upgrade utilizing MCPs, Claude API, and contemporary tools.

• Foster proactive customer success by collaborating with the Knowledge Manager to ensure the Help Center is accurate and ready for AI, as well as working cross-functionally on lifecycle messaging to minimize avoidable inbound inquiries.

• Create and document support workflows: including escalation procedures, routing logic, macro libraries, resolution playbooks, and integration frameworks that minimize manual tasks.

• Uphold data integrity and operational reporting: guarantee precise tagging, dependable KPI dashboards (CSAT, AI deflection, handle time, cost per active user), and seamless data flow across systems.

• Collaborate across departments with Support Engineering, Revenue, Product, and Marketing to ensure systems alignment, API access requirements, and proactive support interactions.

⛳️ Requirements

• A minimum of 2 years of practical experience with customer support platforms at an administrative or operations level (Intercom, Zendesk, Freshdesk, Hubspot Service Hub) — beyond mere agent usage.

• Proven experience with AI tools in a support environment: chatbots, deflection systems, or internal copilots — along with the discernment to identify where they are beneficial and where they may pose challenges.

• Comfortable with coding or eager to learn (JSON, HTML, CSS, JS) — particularly with AI assistance.

• Familiarity with automation and integration tools (Zapier, Make, or similar) and a preference for building scalable solutions rather than repeatedly fixing the same problems.

• Excellent communication skills: capable of crafting documentation that is genuinely useful and articulating technical concepts to non-technical audiences in a clear manner.

• Experience in SaaS and Support; understands the operational dynamics of a high-volume support environment.

🏝️ Benefits

• Remote Work: Enjoy the flexibility of working remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).

• Health Insurance: Comprehensive Medical, Dental, and Vision insurance is provided at 100% coverage for employees, along with HSA and FSA accounts.

• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.

• Mental Health: Access to a TalkSpace membership is included in Givebutter health insurance plans.

• 401k: A 3% 401k match is available for all eligible employees.

• Vacation and Holidays: Our Flexible PTO policy offers uncapped vacation days and company-recognized holidays.

• Wellness Week: Givebutter observes a week off each summer to encourage rest and rejuvenation for the entire team.

• Parental Leave: We provide 12 weeks of paid leave for all parents and comprehensive leave planning assistance through Aidora.

• Family Care Support: Benefit from a company-paid UrbanSitter membership and care credits to hire trusted, background-checked caregivers for childcare, senior care, pet care, and household support when needed.

• Home Office Stipend: Enhance your home office with company-sponsored expenses for high-quality laptops, monitors, and modern technology.

• Coworking Stipend: Receive a monthly stipend to work from coworking spaces or cafés whenever you seek connection, community, or a change of scenery.

• Charitable Giving: Employees are encouraged to contribute up to $50/month to any verified nonprofit they wish to support through Givebutter.

• Professional Development: Opportunities for learning and development reimbursement are available.

• Love What You Do: Be part of a mission-driven company serving the charitable sector. Feel proud of the work you're doing and the organization you represent.