- Own complex, escalated customer issues from start to finish and escalate appropriately.
- Receive, answer, solve, or route tickets in Zendesk, working with Customer Success, Data, Engineering, and Product.
- Drive Jira escalations with Engineering and Product, and replicate and validate bugs for categorization.
- Construct and execute plans to identify, escalate, and remediate operational challenges.
- Lead small project teams by setting milestones, giving direction, and updating stakeholders and partner teams.
- Anticipate customer issues and blockers, and turn ticket trends and insights into solutions.
- Identify operational and data risks that block execution and build solutions.
- Mentor and coach team members and lead day-to-day activities when needed.
- Create, update, and own technical documentation and SOPs.
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