Support Operations Analyst

🕒 Abril 15

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Automatiq

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2022

🤝 B2B

📱 Mídia

☁️ SaaS

B2B • Media • SaaS

A Automatiq é uma empresa que se especializa em soluções de automação para a indústria de revenda de ingressos. Ela oferece uma plataforma de precificação e distribuição dinâmica de ingressos projetada para maximizar o retorno sobre o investimento (ROI) e reduzir os custos operacionais. A Automatiq fornece ferramentas para gerenciar completamente o inventário de ingressos, implementar estratégias de precificação sem interrupções e oferecer insights únicos sobre as tendências de mercado com seus serviços de análise de dados. A plataforma da empresa permite que corretores de ingressos automatizem a gestão do ciclo de vida dos ingressos, melhorando assim a eficiência operacional e aumentando as vendas. A Automatiq é conhecida por seus serviços de precificação totalmente gerenciados, distribuição de inventário em tempo real e suporte robusto para clientes.

Descrição

• 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 • 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 • 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 • 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

🎯 Requisitos

• 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

🏖️ Benefícios

• This role is also eligible for an annual discretionary bonus. • Please refer to our Careers page to learn more about some of the benefits we offer.