This role is focused on building the infrastructure behind support – ensuring our tools, workflows, and processes enable our team to deliver fast, high-quality, and scalable customer experiences. This role will also play a key part in shaping how we leverage AI and automation to scale support across multiple brands.
What you'll do
Support Systems & Tools: Own and manage our support platform and ensure our tools are optimized for speed, clarity and scale.
Process and Workflow automation: Build and maintain tagging systems, macros, automations and workflows. Optimize ticket handling.
Data, Reporting & Insights: Analyze trends and insights. Provide clear recommendations.
AI Automation & Strategy: Help define and lead the implementation of AI across support operations.
BPO & Team Enablement: Work with external support teams on our processes. Help standardize across brands.
Requirements
3+ years of experience: In Support Operations, CS Ops, or similar role
Experience with support platforms (Gorgias, Zendesk, intercom, etc)
Strong understanding of support workflows, SLA management
Analytical mindset – Comfortable with data and dashboards
Highly organized and process-driven
Strong communication skills
