Support the development and optimization of support tools and workflows, partnering with senior team members to enhance automation and operational efficiency.
Increase AI-driven case resolution rates, ensuring automation resolves customer inquiries accurately while maintaining high service quality.
Improve CSAT and customer experience by refining AI responses, identifying friction points, and continuously iterating on support processes.
Drive MRR growth by leveraging AI and automation to scale support operations— improving retention, reducing friction, and enabling revenue growth without sacrificing quality or customer trust.
Eliminate inefficiencies by streamlining workflows, automating repetitive tasks, and improving handoffs between AI systems and human support.
Contribute to cross-functional initiatives that modernize support operations and keep high-impact improvements on track.
Leverage data and analytics to measure AI impact, identify trends, and drive continuous improvement.
Identify operational issues, escalate risks when needed, and support the implementation of durable, scalable solutions.
Bring a startup mindset—move fast, experiment thoughtfully, and use data to guide decisions.

2+ years of experience in support operations, AI Trainer, a related operational role or graduated with a technical degree.
Hands-on exposure to AI-driven support tools (e.g., chatbots, automation rules, AI-assisted workflows) and a strong desire to deepen that expertise.
Demonstrated curiosity and comfort learning in fast-paced, evolving environments.
A bias for execution—you can support and ship improvements in partnership with more senior teammates.
A data-informed mindset—you’re comfortable using metrics to evaluate case resolution, automation performance, and CSAT trends.
Passion for automation and AI—you’re motivated by finding smarter, faster ways to get work done.
Strong collaboration skills and comfort contributing to cross-functional projects.
Process-oriented thinking—you document, refine, and iterate on workflows to drive consistency and scale.
Technical fluency with support systems, internal tools, and APIs (or the ability to ramp quickly).

Ownership & Financial Security: Stock options + 401(k) with 4% match
Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
Flexible Time: Unlimited PTO (salaried) + company holidays
Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
Protection Plans: Life insurance + short/long-term disability coverage
Work Your Way: Work From Anywhere Month + meeting-free weeks yearly
Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days— a time to move faster as a team, build deeper connections, make better decisions, and build together.

Support Operations Specialist

Key skills