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about 2 months ago
Requirements and responsibilities
The RoleWe’re looking for a Support Operations Analyst to own the architecture and intelligence layer of our Intercom environment. This is a platform ownership role, not a platform maintenance role. The right person will translate how we believe support should work into how the platform actually works — and ensure that what’s happening inside Intercom produces meaningful, actionable intelligence for stakeholders across the business.A central focus of this role is enablement: specifically, ensuring that the functional leaders who depend on Intercom have the visibility, reporting infrastructure, and data integrity required to set, pursue, and achieve their operational KPIs. This role does not own those KPIs — it builds and maintains the instrumentation that makes achieving them possible.You’ll report to the Sr. Director of Operations and serve as a resource to all teams that work primarily out of Intercom. Equally important is the longer view: configuring Intercom not just for where we are today, but in a way that scales alongside the business and adapts as our support needs, team structure, and product complexity evolve.ResponsibilitiesPlatform Architecture & ConfigurationOwn the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data modelsAudit 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 scaleDesign for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearlyManage user access, roles, and permissions; maintain well-documented, consistent system standards across teamsPartner 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 roadmapEvaluate 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 efficiencySupport Philosophy → Operational DesignPartner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process designRecommend 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 timeProactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistencyMeasurement Architecture & Business IntelligenceIdentify 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 themDesign 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 levelGo 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 businessRecommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track themEnsure that support data becomes a shared resource across functions, not siloed in the support teamOngoing OptimizationContinuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noiseStay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expertSupport managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell usIdentify 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 experienceCore QualificationsExperience3–5 years of hands-on experience building and scaling a major helpdesk or customer support platformIntercom experience is a plus and will be weighted; equivalent depth with Zendesk, Freshdesk, or a comparable enterprise platform is fully consideredExperience supporting a growing tech company through meaningful operational scale — not just steady-state administrationDemonstrated ability to own a platform end-to-end: architecture decisions, not just configuration tasksA 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 expertiseArchitectural ThinkingYou understand that helpdesk configuration is infrastructure — decisions made today create constraints or optionality downstreamYou can assess a support environment and quickly identify where structure is missing, where automation is generating noise instead of signal, and where reporting is measuring the wrong thingsYou design for the organization’s needs six months from now, not just today’sMeasurement & Insight FluencyYou know which metrics actually matter to support managers and why — not just the standard list, but the nuanced picture of team health, customer patterns, agent effectiveness, and costYou can build comparative reporting across customers, teams, and individuals that tells a coherent story, not just surfaces numbersYou understand the difference between a dashboard someone looks at and a dashboard someone acts onYou can articulate why a given metric matters to a given business outcome — not just how to measure itCommunication & PartnershipYou’re comfortable in a collaborative, advisory role: translating what support leaders want into what gets built, asking the right clarifying questions, and pushing back when a request points in the wrong directionYou can explain platform decisions in plain language to non-technical stakeholdersYou’re self-directed and can move from problem definition to execution with minimal hand-holdingNice to HaveFamiliarity with Intercom’s AI and automation features, including FinExperience integrating a helpdesk platform with adjacent business tools: CRM, product analytics, data warehousesBackground in or exposure to support operations, CS strategy, or revenue operations in a B2B SaaS contextCompensation$90,000 - $100,000 a yearEligible for an annual discretionary bonusAbout UsAutomatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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