Support Operations Lead

📋 Description

• Founding Support Operations role—own CS ops infrastructure.
• Own processes, reporting, and infrastructure; scale the team.
• Report to Head of Support; partner with Tech Support, CS, Eng.
• Build routing rules and automation; leverage AI tooling.
• Design dashboards and reports on queue metrics and KPIs.
• Own staffing model; translate forecasts into headcount.

🎯 Requirements

• 4–7 years in Support Operations or CX Ops.
• Zendesk admin: triggers, automations, routing, SLA, reporting.
• Built systems/processes from scratch in new environments.
• SQL, Excel/Sheets, and BI tools (Looker/Tableau).
• Experience with capacity planning or workforce management.
• AI tools (Claude, Co-Pilot) to streamline workflows; strong comms.

🎁 Benefits

• Start-up equity
• Full health, vision & dental coverage
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget