Your impact

Handshake is hiring a Senior Operations Specialist reporting to the Senior Operations Manager on the Global Support Team. You’ll report directly into the Global Support org and will develop, maintain, and implement tooling, integrations, technology, and infrastructure that supports our Global Support and Trust and Safety teams. You’ll create and maintain Looker reports and dashboards to measure customer experience, Support and T&S trends, and team performance metrics. Your primary responsibility will be maintaining and enhancing Zendesk through triggers, automations, staff permissions, and queue/routing optimization. You’ll work with our tech stack (including but not limited to Zendesk, Calendly, Looker, Slack, Decagon, Confluence, Datadog, Linear, Lessonly, Zapier, Playvox, App Follow, Fullstory, and Salesforce) to build scalable solutions and processes, while nurturing an innovative culture. You’ll work closely with Support and T&S Leadership, Agents, outsourced staff (BPO/Business Process Outsourcing), Contractors, and cross functional partners to improve efficiency and quality. Additionally, you’ll have opportunities to help with projects, automate and streamline our tooling, and build and maintain AI tools across chatbots, voice, agent assist, and other knowledge/operations tools. You’ll also be able to contribute to our world-class customer experience, revamp our reporting and tech stack, and grow technical, project management, and leadership skills.

Your role

• You will be responsible for supporting the day-to-day operations and software systems used by our Global Support and T&S teams, primarily our Zendesk instance and integrations with agent workflows and Support/T&S processes. Your typical day will consist of the following:
  • 90%: resolving inquires or requests related to our tool stack, integrations, or user access
  • 5%: assisting with projects or documentation
  • 5%: admin tasks (attending meetings, reading email, slack, and tool updates/newsletters)
• You will build and maintain our tech stack (including but not limited to Zendesk, Calendly, Looker, Slack, Decagon, Confluence, Datadog, Linear, Lessonly, Zapier, Playvox, App Follow, Fullstory, and Salesforce)
• You’ll help support our Ops strategy, metrics, roadmap, workstreams, and SOPs to ensure a seamless, scaled, and world-class experience for internal teams and customers
• You’ll work in a fast-paced queue of Linear requests, prioritizing requests according to business impact, and drive to appropriate SLAs.
• You’ll partner with Support, Success, T&S, Sales, R&D, and IT teams to streamline business operations.

Your experience

• At least 2+ years Zendesk Admin experience
• At least 1+ year experience as an enterprise Support agent or customer facing role
• Located in PST or MST zones, available to work after hours for occasional incidents
• Travel: Able to travel to San Fransisco, CA once a year for annual onsite (typically June or July)
• Customer Service: you have a customer first mindset, demonstrate empathy by understanding and caring about the customer’s feelings/needs/challenges, and create solutions that address real customer pain points.
• Resilience: we’re a fast paced hyper growth startup where things move fast, therefore, you’re flexible, comfortable, and willing to change approaches when necessary, staying calm and focused under pressure. You’re comfortable with high visibility and can easily bounce back/recover from setbacks, challenges, or adversity. You’re not afraid of anything new or ambiguous!
• Independent: we’re a small but mighty team, therefore your impact and visibility are very high. Ownership is paramount and you’ll need to work majority of the time with minimal assistance from peers or manager.
• Problem Solving: you can break down complex problems into smaller/manageable parts, look at the situation from different angles, consider various solutions, use available resources (including tools, information, and people) effectively to find solutions, have a strong ability to manage a complex tech stack, and learn core tools quickly.
• Incident Handling: You were part of a small team that’s responsible for the tech stack powering support and customer, handling incidents and every task with detail and care. You’re able to switch from low level work to critical incidents with ease.
• Time Management: you practice effective time management by prioritizing, knowing when to take a break or ask for help, and planning in advance.
• Communication: you command engagement and connection, communicate in a clear and articulate way, and can identify where others are coming from to approach solutions in a balanced way.

Bonus areas of expertise

• 6+ months SQL, Python, Java, JavaScript, C#, C++, or HTML experience
• 1+ year experience with API integrations, GitHub, or Zapier
• 1+ year experience with Looker, Zendesk Explore, or similar business intelligence reporting tools
• Zendesk Support Administrator Expert or Zendesk App Developer 1 certificate (within past 2 years)
• Microsoft Excel certificate (within past 2 years)
• Previously worked at a hyper growth startup or small team (less than 5 people)
• Previously worked at a SaaS or ed-tech company

Interview Process

The interview process for this role is as follows:

• submit your resume
• Round 1: complete our take home assessment (can take 1-3 hours)
• Round 2: 30 minute Group interview with Global Support and Trust & Safety managers + 60 minute Hiring Manager interview with our Sr. Operations Manager
• Round 3: 60 minute Executive interview with our VP of Global Support

Compensation range

• $71,400 - $105,000