Support Platform & Operations Lead
New
Based in the United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4–8 years
- Required Skills
- Data AnalysisSalesforceSaaSZendesk
Requirements
- 4–8 years of experience in support operations, customer operations, or support platform administration roles.
- Hands-on experience managing customer support tickets and building scalable workflows and processes.
- Experience with support platforms such as Zendesk, Intercom, Salesforce, or similar tools.
- Strong understanding of automation, AI tools, and self-service support solutions.
- Technical aptitude with the ability to configure systems, work with structured data, and build reports or dashboards.
- Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams.
- Strong communication and stakeholder management skills, with the ability to influence without direct authority.
- Comfortable working in ambiguous, fast-paced environments with evolving priorities.
- Experience with analytics or product insight tools such as Amplitude, Pendo, or similar platforms is a plus.
- Exposure to SaaS or consumer-facing digital products is preferred.
Responsibilities
- Own and evolve end-to-end support operations, including tools, workflows, automation, reporting, and customer support platforms.
- Define clear ownership models across Product, Engineering, Customer Success, Sales, and other teams to ensure consistent issue resolution.
- Design and optimize support processes to reduce ticket volume, improve resolution speed, and increase self-service adoption.
- Build and maintain trusted reporting systems, dashboards, and insights that surface customer pain points and drive product decisions.
- Lead the evaluation and implementation of AI-driven support tools and automation solutions to enhance operational efficiency.
- Configure and manage support platforms, including workflows, routing logic, integrations, and reporting systems.
- Collaborate with Product and Engineering to improve internal tools and translate support insights into product enhancements.
- Identify operational gaps and continuously improve systems, processes, and documentation across the support ecosystem.
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