Support Operations Specialist
This role builds and optimizes the operational backbone of customer support at high-growth AI companies. Support Operations Specialists design scalable workflows, configure AI-powered support tools, maintain knowledge systems, and analyze performance metrics that keep support teams running smoothly as products scale rapidly. Unlike frontline support agents, these specialists focus on infrastructure—improving how tickets flow through systems, training AI chatbots, integrating tooling, and identifying process gaps before they become problems. They typically sit within customer experience or operations teams, partnering closely with product, engineering, and support leadership to transform reactive support into a strategic competitive advantage that scales with the business.
Skills
What companies are looking for in this role.
Managing and scaling support team operations, including hiring, development, and performance management
Designing support workflows, processes, and infrastructure to improve quality and efficiency
Cross-functional collaboration with product, engineering, and go-to-market teams
Establishing and monitoring service level agreements and key performance indicators
Translating customer feedback into actionable product and operational insights
Managing support escalations and ensuring timely resolution of complex issues
Triaging and resolving technical support issues across multiple channels
Analyzing support metrics and using data-driven insights to inform strategic decision-making
Operating multi-channel support systems and managing queue health across email, chat, and ticketing platforms
Building and maintaining customer knowledge bases and documentation systems
Conducting root cause analysis and identifying patterns in customer issues to drive continuous improvement
Designing and optimizing AI-powered conversation flows and customer interaction experiences
Configuring and managing AI agent behaviors, routing logic, and automated workflows
Integrating automation tools and APIs to expand support capabilities and reduce manual workload
Building intent taxonomies and knowledge retrieval systems for automated support platforms
Developing quality assurance and testing frameworks for AI-driven support experiences
Coaching and mentoring support team members to develop technical expertise and professional skills
Taking ownership of problems and driving initiatives from conception to completion
Communicating complex technical information clearly and empathetically to diverse audiences
Collaborating across teams to unblock customer issues and drive alignment on priorities
Operating effectively in high-growth, ambiguous environments with minimal established processes
Setting clear performance expectations and holding teams accountable to measurable outcomes
Building strong customer relationships and serving as a trusted advocate for customer needs
Identifying operational gaps before they become problems and implementing proactive solutions
Technology
The tools and technologies that define this role.
Open Jobs
38 open Support Operations Specialist jobs across 16 companies.
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