Support Operations Specialist
Core
Build and optimize data-driven support systems, AI automation, and workflows to enable a high-performing Customer Support team at scale.
Role type
Senior IC Support Operations Specialist
Builds
Automated support workflows, AI agent assist tools, dashboards, and operational playbooks for a B2B SaaS due diligence platform.
Domain
B2B SaaS / AI / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Support tool administration, workflow automation configuration, AI/LLM optimization, data analysis (SQL/BI), process documentation, cross-functional collaboration
Preferred skills
LLM/generative AI concepts, automation platform expertise, CRM/data systems familiarity, incident management, API/log analytics
Technologies
Intercom, Zendesk, SQL, BI tools, LLMs, Zapier, Salesforce, HubSpot, Snowflake, Looker, Power BI, Tableau, PagerDuty
Responsibilities
Administer support tools and configure workflows/automations; Design and optimize AI-driven support experiences; Analyze automation performance and build operational dashboards; Document workflows and develop SOPs; Act as an operational bridge between Support, Product, Engineering, and GTM
Seniority
Senior, hands-on IC
