🛠 Tech Stack

💼 About This Role

You'll lead the strategic development and continuous improvement of customer support operations at a leading EdTech company. You'll own and optimize CX platforms like Zendesk and AI tools, design scalable workflows, drive cross-functional initiatives, and ensure support performance through data-driven decisions.

🎯 What You'll Do

• Own and optimize CX platforms like Zendesk and Ada
• Design and improve support workflows and automation
• Lead strategic automation and AI initiatives
• Build dashboards to report on key performance indicators

📋 Requirements

• 5+ years of Zendesk administration and CX systems experience
• Strong knowledge of support automation tools
• Proven track record of AI and chatbot implementation
• Experience leading technical projects with cross-functional stakeholders

✨ Nice to Have

• Foundational SQL experience
• Experience with Snowflake