Are you passionate about optimizing systems and driving efficiency in customer support operations? At The Elite Job, we are looking for a Customer Support Operations & Strategy, Systems Specialist to enhance the tools, processes, and strategies that power our world-class customer support teams.

This role is perfect for someone who thrives at the intersection of technology and operations, bringing expertise in support systems, data analytics, and cross-functional collaboration to streamline workflows and elevate the customer experience.

Key Responsibilities

As a Systems Specialist, you will:

• Optimize Customer Support Systems: Manage, configure, and enhance the performance of customer support platforms (e.g., Zendesk, Salesforce, or similar).
• Collaborate Across Teams: Partner with customer support, product, and engineering teams to identify system improvements and align tools with business goals.
• Data Analysis & Reporting: Develop and maintain dashboards, provide actionable insights on customer support metrics, and report on key performance indicators (KPIs).
• Process Improvement: Identify bottlenecks in existing workflows and recommend automation or process optimization solutions to increase operational efficiency.
• Support Strategy Development: Work closely with leadership to refine customer support strategies using insights from data and best practices.
• Training & Enablement: Train customer support teams on tools and system updates, ensuring adoption and alignment with best practices.
• Maintain System Integrity: Oversee platform upgrades, troubleshoot system issues, and ensure data integrity across support systems.

Required Qualifications

• Bachelor degree in Business, Information Systems, Computer Science, or a related field (or equivalent work experience).
• 3+ years of experience in customer support operations, systems administration, or a similar role.
• Proficiency in configuring and managing customer support tools such as Zendesk, Salesforce, Freshdesk, or HubSpot Service Hub.
• Strong analytical skills and experience with reporting tools (e.g., Tableau, Power BI, Looker).
• Proven experience in process optimization and workflow automation.
• Excellent communication and cross-functional collaboration skills.

Preferred Qualifications

• Experience with scripting or automation tools (e.g., Python, Zapier).
• Familiarity with customer support frameworks such as ITIL or KCS.
• Knowledge of data privacy regulations and best practices (e.g., GDPR, CCPA).
• Certifications in relevant platforms (e.g., Zendesk Admin Certification, Salesforce Service Cloud Certification).

Why Join The Elite Job?

At The Elite Job, we are redefining excellence in customer support. Here why you will love working with us:

• Mission-Driven Culture: Our mission is to empower our customers by delivering exceptional support experiences.
• Innovative Environment: We embrace innovation and invest in cutting-edge tools to set our teams up for success.
• Diversity & Inclusion: We are committed to fostering an inclusive environment where diverse perspectives are celebrated and valued.
• Growth Opportunities: We believe in continuous learning and offer professional development opportunities to help you advance your career.

Perks and Benefits

• Competitive salary with performance bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with employer match.
• Generous paid time off (PTO) and holidays.
• Remote-first work environment with flexible schedules.
• Annual learning and development stipend.
• Wellness programs and mental health support.

Compensation

We offer a competitive salary based on experience and skills. Compensation will be discussed during the interview process.

How to Apply

Ready to join a company that values your expertise and empowers you to make an impact?

1. Submit your resume and a brief cover letter via our careers page.
2. Applications are reviewed on a rolling basis, so apply early!