The opportunity
As a Support Operations Associate at Privy, you will own the internal systems and workflows that keep our Developer Success team efficient, responsive, and focused. You’ll serve as air traffic control for support requests – triaging issues across our support stack (Pylon, Slack,…
What you'll do
Own triage and routing for inbound support tickets from both Privy developers: and end users of Privy applications, ensuring issues are assigned, tracked, and resolved promptly and efficiently across the Developer Success team.
Maintain data hygiene, consistency, and accuracy across our support stack,: including Pylon, Slack, HubSpot, and other systems.
Partner with cross-functional teams—including Sales, Engineering, and: Product—to continuously improve the quality and efficiency of support processes.
Create and maintain internal runbooks for ticket triage, escalations, and engineering-support handoffs.
Identify operational gaps and implement scalable workflows that help the team: respond to customers more effectively.
What they're looking for
- –3 years of experience in support operations, customer experience, technical: program management, or a related operational role.
- Highly organized and process-driven, with strong attention to detail and a bias toward action and ownership.
- Strong intuition for customer sentiment and urgency, with sound judgment: about how to prioritize and escalate issues.
- Familiarity with customer-support tooling, such as Pylon, Zendesk, Intercom,: or Jira, and communication platforms like Slack.
- Comfort working across systems and maintaining high-quality CRM data in tools such as HubSpot or Salesforce.
- Strong written and verbal communication skills, especially for issue: tracking, coordination, and process documentation.
- A systems mindset and enthusiasm for building internal processes that scale with the business.
