Business Operations

• Own and optimize Customer Success systems including Zendesk, workforce tools, internal platforms, and connected third-party solutions.
• Define and execute our AI-powered self-service strategy, including knowledge base structure, bot flows, and in-app support.
• Continuously analyze self-service effectiveness and iterate to improve deflection rates and BSAT.
• Build scalable workflows, automations, and system integrations across platforms using APIs and automation tools.
• Identify friction in the customer journey and introduce proactive self-service experiences.
• Partner with Product and Design to funnel structured customer feedback into roadmap decisions.
• Support Customer Success leadership by delivering better data, workflows, and system visibility.
• Manage system security, access controls, and compliance across the Customer Success tech stack.
• Assist with customer engagement initiatives including review outreach, follow-ups, and research efforts.
• Support Marketing and Product teams with data segments, customer lists, and tooling.

Business Systems Administrator

Director, Business Operations

Principal, Business Operations

Business Process Engineer, Talent