
Customer Support Optimization Specialist
2 days ago
We are seeking a strategic and detail-oriented Process Engineer to optimize, document, and design business processes that support our global customer support organization.
- Map, analyze, and improve current support workflows, procedures, and escalation paths
- Document business processes in a clear, scalable, and accessible format
- Collaborate with teams to identify process bottlenecks and areas for automation
- Design efficient new workflows for tools such as ticketing systems, CRM platforms, and help center technologies
- Monitor performance metrics and use data to recommend continuous improvements
- Ensure compliance with quality standards and support policies across global teams
- 3+ years of experience in process engineering or business operations, preferably in a SaaS or customer support setting
- Proven ability to document and optimize workflows across cross-functional teams
- Proficiency in process modeling tools
- Familiarity with support tech stacks
- Strong analytical mindset with excellent communication and stakeholder management skills
- Experience in change management and training support teams on new processes
- Lean Six Sigma or similar process improvement certification
- Experience with workforce management tools or knowledge base design
This is an exciting opportunity to join our team and make a meaningful impact on our customers' experiences.
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