Support Operations Lead
New
Z
ZipEnterprise Procurement
Remote - USFull-TimeLead
Salary80,000 - 140,000 USD per year
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Job Details
- Experience
- 4–7 years
- Required Skills
- SQLBusiness IntelligenceData modelingZendesk
Requirements
- 4–7 years of experience in Support Operations, CX Operations, or a related function.
- Deep, hands-on Zendesk administration experience including triggers, automations, and routing.
- Proven ability to build systems or processes from scratch in ambiguous environments.
- Strong analytical skills including proficiency in SQL and spreadsheet modeling.
- Experience with BI tools such as Looker, Tableau, or Snowflake.
- Experience in workforce management or capacity planning for support teams.
- Experience leveraging AI tools to optimize team workflows.
- Strong written and verbal communication skills.
- Ability to work effectively in fast-paced environments with shifting priorities.
Responsibilities
- Manage and administer support tools, specifically Zendesk, and build routing/automation rules.
- Design and maintain dashboards and reports for ticket trends, CSAT, and team KPIs.
- Perform capacity planning and maintain staffing models based on ticket volume forecasts.
- Identify and resolve workflow bottlenecks across cross-functional teams.
- Leverage AI tools to streamline support operations.
- Define and refine support infrastructure for a growing team.
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