Manage day-to-day Zendesk administration, including user access, role updates, triggers, automations, and system configuration.
Partner with the Director of Operations and BOS leadership to identify and implement operational efficiency gains through process improvements, new technologies, and expanded use of AI.
Analyze operational data and develop reports that provide insights and recommendations to improve team performance and workflows.
Create, manage, and monitor support tickets and workflows as needed to ensure timely resolution and accurate tracking.
Collaborate with the software product team to provide feedback on system usage, enhancements, and opportunities to better support business needs.
Work with senior leadership to forecast ticket volume and staffing needs, ensuring resources align with business demand.
Drive cross-functional projects to completion by coordinating with stakeholders, tracking progress, and ensuring deadlines are met.
Continuously evaluate how BOS systems and tools are used to identify new reporting opportunities and additional efficiency gains.
Perform other duties as assigned by management.

SaaS experience. Zendesk administrative experience strongly preferred.
Minimum of 2 years of experience in an Operations Assistant, Operations Coordinator, or similar operational support role. Familiar with help desk / ticketing environments.
Strong data-driven mindset with a clear understanding of operational workflows and efficiency.
Ability to analyze existing datasets and identify new metrics and reporting methods to measure departmental performance and success.
A tech-forward individual capable of taking ideas or concepts and leveraging available tools and systems to turn them into scalable, practical solutions.
Experience with documenting workflows (SOP’s, playbooks)
Strong task and timeline management. Experience supporting process rollouts, system updates, and cross-functional initiatives.
Experience using AI tools (including AI prompting) to improve workflows, reporting, or operational efficiency is preferred, but not required.

Award-Winning Culture: Proud recipient of the Great Place to Work Certification.
Highly Rated Employer: Check out our Glassdoor reviews –read our reviews here.
Comprehensive Benefits: Competitive salary, health insurance, and 401(k) matching for qualifying team members.
Work-Life Balance: Vacation, sick time, holiday pay, and your birthday holiday.
Cutting Edge Technology: Access to industry-leading tools and resources that drive efficiency and success.
Career Growth and Development: Join a company committed to supporting your professional growth and helping you achieve your goals.

Operations Coordinator

Key skills