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Senior Support Operations Specialist (hybrid) at Descript

A Support Operations Specialist at Descript plays an essential role in the Support team, ensuring smooth operations and efficiency. They handle Zendesk administration, maintain and enhance the Help Center, and analyze user support data.
84K - 125K USD / YEAR
United States
Full Time

✅ Pros

  • 💰 Competitive salary, between $84,000 and $125,000.
  • 🏠 Hybrid role – work from home or at our offices in San Francisco or Montreal.
  • 🚀 Great career progression at a company at the cusp of major growth.

⛔ Cons

  • 😓 High-levels of responsibility and multi-tasking required.
  • ⏰ Fast-paced and dynamic environment.
  • 💻 Must be comfortable with tech and data analysis.

🔧 Skills

Customer support skills, with tech sector experience.
Proficiency in Zendesk.
Low-Code/No-Code solutions development.
Excellent writing abilities.
Collaborative team player.
Outstanding communication and interpersonal skills.

🗣️ Impact

This role is a key strategy partner within the Support team, working to optimize processes for enhanced efficiency and customer satisfaction. With major influence on workflow refinement and internal tool development, you'll be shaping the company's customer support experience.

👉 Responsibilities

  • Identify and implement process improvements to increase efficiency and customer satisfaction.
  • Develop and maintain Low-Code/No-Code solutions to enhance operational workflows.
  • Administer Zendesk, overseeing configurations, integrations, and updates in line with customer support strategies.
  • Manage Help Center content and use feedback to make necessary changes.

🔍 Requirements

  • Must have 3+ years of customer support experience, preferably in tech.
  • At least 2 years of Zendesk experience is required.
  • Ability to create engaging content for help articles and process documentation.

✨ Benefits

  • Generous healthcare package.
  • Catered lunches.
  • Flexible vacation time.
  • Remote work options.

About Descript

Descript is an innovative video and podcast editing platform designed to simplify the process of creating high-quality multimedia content. With its advanced technology and user-friendly interface, Descript enables businesses and individuals to effortlessly record, edit, and publish their videos and podcasts across various social media channels. Whether you're a blogger, a business owner, or a creative professional, Descript has everything you need to take your media production to the next level.

Application process

10 min
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