Support Operations Lead

Job Summary

Owning the operational infrastructure for the Customer Support team, the full-time Support Operations Lead will manage tool administration, reporting, and capacity planning while working remotely to streamline processes and enhance team efficiency.

Key responsibilities:

• Build and maintain routing rules and automation to optimize support team operations
• Design and maintain dashboards and reports to analyze ticket volume trends and team performance metrics
• Develop and manage staffing models based on ticket volume forecasts and operational needs

Required qualifications:

• 4-7 years of experience in Support Operations or Customer Experience Operations
• Hands-on experience with Zendesk administration, including triggers, automations, and reporting
• Proven ability to build systems or processes from scratch in a dynamic environment
• Strong analytical skills with proficiency in SQL, Excel, and BI tools like Looker or Tableau
• Experience in capacity planning and workforce management