Support Operations Specialist

The Support Operations Specialist is an integral part of Descript’s Support team, ensuring that the backbones of Support are operational and efficient. Responsibilities cover Zendesk administration, process optimization, maintaining and improving our Help Center, and analyzing user-based support data to provide informed read-outs to the rest of the company. This role reports in to the Director of Customer Support and works closely with the Customer Support Manager and Technical Support Manager, as well as cross-functionally with product and marketing teams.

What will you do?

• Act as a key strategy partner within the Support team, working to identify and implement process improvements that increase efficiency, reduce resolution times, and enhance customer satisfaction. This is your jam — you are constantly thinking of and exploring avenues to refine efficiency and streamline workflows.
• Develop and maintain Low-Code/No-Code solutions and internal tools aimed at achieving targets for enhancing operational workflows.
• Serve as the primary administrator for Zendesk, overseeing configurations, integrations, and updates to support our evolving customer support strategies.
• Create new, and update existing, content in the Help Center to ensure it is comprehensive, accurate, and reflective of our current services and support capabilities.
• Monitor Help Center usage and feedback to identify areas for improvement and ensure the content meets our customers' needs.
• Assist with support data analysis, helping to identify trends and areas for improvement.
• Assist with auditing of agent tickets to ensure policies/procedures are being met.

Requirements

• 3+ years of customer support experience, preferably in the tech space
• 2+ years of Zendesk experience
• Experience in Low-Code/No-Code solutions to build internal tools
• Outstanding writing abilities with the capability to craft clear, concise, and engaging content for help articles and process documentation
• Ability to work collaboratively in a fast-paced and dynamic environment
• Excellent communication and interpersonal skills, with the ability to convey complex information in a clear and concise manner

Nice to haves

• Previous technical writing experience
• Skilled in Javascript and SQL
• Zendesk Administrator Certification, or proven admin experience

The base salary range for this role is $84,000-$125,000. Final offer amounts will carefully consider multiple factors, including prior experience, expertise, and location, and they may vary from the amount above.