Support Operations Specialist

About the Role

As a Support Operations Specialist, you’ll play a key role in shaping how we support our customers from the inside out. You’ll be the bridge between our customers and internal teams helping solve issues, improve processes, and turn real customer feedback into meaningful improvements.

This role is ideal for someone who enjoys organizing, improving systems, and making things run more smoothly. You’ll join a growing team in a fast-moving environment where learning, collaboration, and initiative truly matter.

You won’t be expected to have everything figured out on day one we care more about your mindset, curiosity, and willingness to improve things as you go.

What You’ll Do

• Support smarter, not harder: Help design and improve workflows, ticket routing, and automations that make support smoother for everyone.
• Learn from the data: Track and review support and product signals (response times, resolution rates, customer behavior) to help identify opportunities for improvement.
• Collaborate across teams: Work closely with Customer Success, Product, and Engineering to share customer insights and help improve the product experience.
• Improve tools & processes: Help manage and optimize tools like HubSpot, Front, PostHog, and Slack to support efficient workflows and clear communication.
• Champion the customer experience: Help create systems that anticipate customer needs and reduce friction before issues arise.
• Lead with empathy: Treat every customer interaction with care, patience, and understanding.