The opportunity
Scale is looking for a Support Systems & Routing Specialist to own and optimize the core infrastructure powering our contributor support operations. In this role, you will be responsible for configuring and maintaining systems like Zendesk, designing routing logic, and building…
What you'll do
Own end-to-end Zendesk configuration, including ticket forms, fields, macros,: triggers, automations, SLAs, and views
Design and maintain routing logic to ensure accurate ticket distribution across skills, queues, and teams
Build and manage the support agent skills framework (skills, tiers, certifications, queue structures)
Monitor and optimize queue health, load balancing, and ticket assignment accuracy
Configure and maintain integrations across support tools and reporting systems
Troubleshoot system issues and partner with Engineering or vendors when needed
What they're looking for
- Collaborate with Support Ops, T&S, TPMs, and Product to implement and improve workflows
- Document system configurations, workflows, and best practices clearly
- Provide training and guidance to stakeholders on system usage and routing logic
- Experience administering Zendesk or similar support CRM systems
