Support Operations Analyst

🕒 April 15

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Automatiq

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤝 B2B

📱 Media

☁️ SaaS

B2B • Media • SaaS

Automatiq is a company that specializes in automation solutions for the ticket reselling industry. It offers a dynamic ticket pricing and distribution platform designed to maximize return on investment (ROI) and reduce overhead costs. Automatiq provides tools for fully managing ticket inventory, implementing seamless pricing strategies, and offering unique insights into market trends with its data analytics services. The company's platform allows ticket brokers to automate ticket lifecycle management, thereby enhancing operational efficiency and increasing sales. Automatiq is noted for its fully managed pricing services, real-time inventory distribution, and robust support for clients.

📋 Description

• 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

🎯 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

🏖️ Benefits

• 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.