Support Operations Specialist

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $38 - $43 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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TravelNet Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

☁️ SaaS

✈️ Travel

Hospitality • SaaS • Travel

TravelNet Solutions is a hospitality software provider offering enterprise-class property management and distribution solutions for professional vacation rental and multi-unit operators. Its platform centralizes property management (PMS), trust accounting, owner portals, housekeeping/property care workflows, channel distribution and direct booking, payment processing, CRM, analytics/insights, and AI-driven automation to optimize revenue and operations. The company emphasizes enterprise scalability, deep integrations and API connectivity to connect with third-party tools and support large, multi-region portfolios.

📋 Description

• Own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly • Tune Zendesk views, macros, triggers, automations, and routing • Build dashboards tracking ticket volume, backlog, response and resolution times, SLA performance, and CSAT • Identify and remove manual work through improved workflows, automation, or documentation • Own and update internal and external knowledge-base articles and troubleshooting guides • Configure, test, and improve AI support tools and chatbots • Drive ticket deflection and self-service adoption • Build onboarding and ongoing training for Tier 1 and Tier 2 Support • Partner with Tier 3, Product, and Engineering to document known issues, defects, and workarounds • Maintain accurate user access across support tools

🎯 Requirements

• 2+ years in customer support, support operations, or technical enablement at a SaaS or technology company • Hands-on admin experience with Zendesk or a similar platform, including views, macros, triggers, automations, routing, and reporting • Experience implementing and optimizing AI-powered support tools, chatbots, or self-service solutions that reduced support volume • Track record of writing knowledge base articles, technical documentation, or training content • Solid command of support operations and metrics, including SLAs, escalation paths, and defect tracking • Ability to use data to recommend process changes • Working knowledge of Jira, Confluence, or Salesforce

🏖️ Benefits

• Full medical, dental, and vision coverage • Flexible paid time off • Health Savings Account with up to a $2,000 annual match • Flexible Spending Accounts • Up to $900 a year in Wellness Rewards • Retirement plan with employer match • Unlimited access to professional training and development • Company-paid life insurance and long-term disability coverage • Flexible work environment • $150 quarterly gift for personal use

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