The opportunity
You'll partner closely with our Support Systems Engineer and Support Leadership team to ensure our Support tooling, workflows, and operational infrastructure work effectively together.
What you'll do
Partner with the Support Systems Engineer to administer, maintain, and improve Support systems and workflows.
Configure workflows that support programs such as QA, coaching, reporting,: workforce management, and customer experience.
Identify opportunities to reduce manual work, eliminate friction, and improve: how Support teams use their tools.
Define operational requirements and partner with technical teams to test,: implement, and roll out system improvements.
Partner with Support leaders and program owners to translate operational: needs into scalable system requirements and workflows.
Identify gaps between desired ways of working and current system capabilities, then drive practical solutions.
What they're looking for
- Own the accuracy and reliability of Support operational data, ensuring key: information is captured correctly and flows into reporting and downstream business systems.
- Partner with Analytics, RevOps, and Support to improve data quality,: automation, reporting inputs, and operational visibility.
- Own projects from problem definition through implementation, rollout, and iteration.
- Create and maintain documentation for workflows, system configurations,: requirements, and operational processes.
