Support Operations Specialist

📋 Description

• • Own end-to-end administration and optimization of the customer support tech stack including Intercom, TalkDesk, Assembled, Scorebuddy, and Enterpret, ensuring configuration accuracy, system reliability, and seamless integration across platforms.
• • Lead AI-driven automation initiatives by maintaining and expanding Fin AI’s 60%+ chat deflection rate, evaluating and deploying AI solutions for email and phone channels, and overseeing the planned overhaul of the internal agent copilot using MCPs, Claude API, and modern tooling.
• • Design, document, and refine support workflows such as escalation paths, routing logic, macro libraries, and resolution playbooks to reduce manual effort and standardize agent response quality across all channels.
• • Maintain data hygiene and operational reporting by ensuring accurate ticket tagging, reliable KPI dashboards (CSAT, AI deflection, handle time, cost-per-active-user), and clean data flow between support systems and cross-functional tools.
• • Partner with the Knowledge Manager to keep the Help Center accurate, searchable, and AI-ready, collaborating with Product, Marketing, and Revenue Ops to align lifecycle messaging and reduce avoidable inbound volume.
• • Serve as the primary point of contact for technical troubleshooting of support systems, resolving issues proactively while documenting fixes and training agents to ensure long-term sustainability.
• • Drive cross-functional alignment with Support Engineering, Revenue Ops, Product, and Marketing teams to coordinate API access needs, system upgrades, and integrated support touchpoints that enhance customer experience and operational efficiency.
• • Build scalable automation solutions using tools like Zapier or Make to eliminate repetitive tasks, prioritizing systems that prevent recurring issues over temporary fixes.
• • Translate complex technical concepts into clear, actionable guidance for non-technical support agents and managers, producing documentation that is consistently referenced and updated.
• • Maintain a bias for action by identifying system inefficiencies, owning solutions from ideation through implementation, and holding yourself accountable to measurable outcomes like CSAT and cost-per-active-user metrics.
• • Operate effectively in dynamic, high-volume environments where multiple systems may fail simultaneously, prioritizing tasks, communicating status clearly, and maintaining calm under pressure.
• • Contribute to continuous improvement by staying current with advancements in AI, support automation, and CRM platforms, proposing data-backed enhancements that elevate team performance and customer satisfaction.
• • Ensure all operational processes are thoroughly documented, easily accessible to the support team, and updated regularly to reflect changes in tools, workflows, or business goals.
• • Support proactive customer success by analyzing inbound trends and system performance to anticipate issues before they scale, working with product and marketing to mitigate root causes.
• • Train and onboard new support staff on system usage, automation features, and documentation standards, ensuring consistency and reducing ramp-up time across the team.
• • Act as the bridge between technical and non-technical teams, speaking fluently to engineers about API structures while clearly explaining system limitations and opportunities to support leadership.
• • Balance competing priorities across multiple initiatives — AI expansion, system maintenance, documentation updates, and cross-team requests — without sacrificing quality or timeliness.