automatiq - Support Operations Analyst
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Requirements
• 3–5 years of hands-on experience building and scaling a major helpdesk or customer support platform • Intercom experience is a plus and will be weighted; equivalent depth with Zendesk, Freshdesk, or a comparable enterprise platform is fully considered • Experience supporting a growing tech company through meaningful operational scale — not just steady-state administration • Demonstrated ability to own a platform end-to-end: architecture decisions, not just configuration tasks • A combination of support management experience and platform fluency is a legitimate and valued path into this role — deep operational knowledge of how support organizations actually run is as important as technical platform expertise • Architectural Thinking • You understand that helpdesk configuration is infrastructure — decisions made today create constraints or optionality downstream • You can assess a support environment and quickly identify where structure is missing, where automation is generating noise instead of signal, and where reporting is measuring the wrong things • You design for the organization’s needs six months from now, not just today’s • Measurement & Insight Fluency • You know which metrics actually matter to support managers and why — not just the standard list, but the nuanced picture of team health, customer patterns, agent effectiveness, and cost • You can build comparative reporting across customers, teams, and individuals that tells a coherent story, not just surfaces numbers • You understand the difference between a dashboard someone looks at and a dashboard someone acts on • You can articulate why a given metric matters to a given business outcome — not just how to measure it • Communication & Partnership • You’re comfortable in a collaborative, advisory role: translating what support leaders want into what gets built, asking the right clarifying questions, and pushing back when a request points in the wrong direction • You can explain platform decisions in plain language to non-technical stakeholders • You’re self-directed and can move from problem definition to execution with minimal hand-holding • Familiarity with Intercom’s AI and automation features, including Fin • Experience integrating a helpdesk platform with adjacent business tools: CRM, product analytics, data warehouses • Background in or exposure to support operations, CS strategy, or revenue operations in a B2B SaaS context
Responsibilities
• Platform Architecture & Configuration • Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models • Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale • Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly • Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams • Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap • Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency • Support Philosophy → Operational Design • Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design • Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time • Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency • Measurement Architecture & Business Intelligence • Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them • Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level • Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business • Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them • Ensure that support data becomes a shared resource across functions, not siloed in the support team • Ongoing Optimization • Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise • Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert • Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us • Identify and act on opportunities to reduce support costs over time — through automation, deflection, improved routing, and elimination of avoidable volume — without compromising the quality of the customer experience
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