Support Operations Systems Lead

Job summary

Responsibilities

We’re hiring a Support Operations Systems Lead to help own the systems, workflows, and operating rhythms that keep User Operations running reliably at scale.

• Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling.
• Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off.
• Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams.
• Help maintain the team’s roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work.
• Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics.