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Support Operations Analyst

1 month, 4 weeks ago
Anywhere
Full-time
Mid Level
Operations Analyst
Business Intelligence
CRM
Apply Now
Automatiq

Automatiq

Automatiq is a leading company in the ticket pricing and distribution industry, formed through the merger of Broker Genius and Seat Scouts. Founded in 2022, Automatiq's data-driven automation platform has facilitated over $6 billion in ticket sales and...

Internet Software & Services
51-250
Founded 2013
View All Jobs 5

Description

  • Own the end-to-end architecture of Automatiq’s Intercom environment, including inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models.
  • Audit the current platform state and create a remediation roadmap to fix configuration issues that limit support measurement and management at scale.
  • Design a clean, scalable system that agents can use efficiently and managers can interpret clearly.
  • Manage user access, roles, permissions, and consistent documentation and system standards across teams.
  • Partner with the Internal Operations product manager to ensure Intercom integrates well with the broader tooling ecosystem and company technology roadmap.
  • Evaluate and implement AI-powered Intercom capabilities such as intelligent triage, deflection, and response assistance.
  • Translate support leadership’s operating philosophy into platform architecture and process design.
  • Build and maintain reporting and instrumentation for productivity, volume drivers, resolution quality, and team and individual performance.
  • Develop dashboards and reporting frameworks that provide support managers and stakeholders with clear visibility into customer, team, and agent-level performance.
  • Continuously improve workflows by reducing manual work, improving routing, increasing automation effectiveness, and reducing avoidable support volume.
  • Serve as the internal subject matter expert on Intercom updates, new features, and adoption opportunities.
  • Support managers and team leads in setting data-grounded performance targets and reducing support costs without compromising customer experience.

Requirements

  • 3–5 years of hands-on experience building and scaling a major helpdesk or customer support platform.
  • Intercom experience is preferred and will be weighted; equivalent experience with Zendesk, Freshdesk, or a comparable enterprise platform is accepted.
  • Experience supporting a growing tech company through meaningful operational scale, not just steady-state administration.
  • Demonstrated ability to own a platform end-to-end, including architecture decisions and not just configuration tasks.
  • Combination of support management experience and platform fluency is a valued path into this role.
  • Strong architectural thinking and the ability to design for future organizational needs, not just current requirements.
  • Experience building comparative reporting across customers, teams, and individuals that tells a coherent story.
  • Ability to identify which metrics matter to support managers and connect metrics to business outcomes.
  • Comfort in a collaborative advisory role and ability to translate support needs into platform design.
  • Ability to explain platform decisions in plain language to non-technical stakeholders and work independently from problem definition through execution.
  • Familiarity with Intercom AI and automation features, including Fin, is a plus.
  • Experience integrating helpdesk platforms with CRM, product analytics, or data warehouse tools is a plus.
  • Background in or exposure to support operations, CS strategy, or revenue operations in a B2B SaaS context is a plus.

Benefits

  • $90,000–$100,000 annual salary.
  • Annual discretionary bonus eligibility.
  • Remote full-time role.
  • Access to company benefits listed on the Careers page.
  • Inclusive, equal opportunity workplace with a commitment to diversity.
  • Fair Chance hiring practices for California applicants.
  • Opportunity to work on a fast-growing, data-driven platform in a technically complex environment.

Interested in this position?

Apply directly on the company website

Apply Now

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