Senior Customer Support Operations Specialist

📋 Description

• Optimize Intercom AI agent and Fin, plus knowledge sources.
• Maintain key support dashboards and turn data into actionable insights.
• Analyze support patterns to identify top drivers and automation opportunities.
• Design and implement no-code/low-code workflows (routing, triggers, snippets).
• Manage the support improvement backlog and ensure timely delivery.
• Collaborate with QA and Knowledge Management to improve AI quality.

🎯 Requirements

• Advanced English proficiency (C1 level).
• 3+ years in Customer Support Operations or similar.
• Hands-on with helpdesk tools, workflows, routing, macros, dashboards, and automation.
• Practical experience with no-code/low-code tools to improve workflows.
• Confident use of GenAI tools for analysis, documentation, and design.
• Strong analytical skills with the ability to translate data into insights.

🎁 Benefits

• Remote-first flexibility to shape your workday.
• Home office budget and Ukraine-based teammate support.
• Kyiv office and coworking expense coverage.
• Individual IT budget for equipment.
• Medical insurance and wellness package.
• 20 paid days off per year; unlimited health-related time-off.