Your impact

Handshake is hiring a Senior Operations Specialist reporting to the Senior Operations Manager on the Global Support Team. Youll 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. Youll 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. Youll 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. Youll 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 youll 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. Youll also be able to contribute to our worldclass 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 daytoday 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)

• Youll help support our Ops strategy metrics roadmap workstreams and SOPs to ensure a seamless scaled and worldclass experience for internal teams and customers

• Youll work in a fastpaced queue of Linear requests prioritizing requests according to business impact and drive to appropriate SLAs.

• Youll 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 customers feelings/needs/challenges and create solutions that address real customer pain points.

• Resilience: were a fast paced hyper growth startup where things move fast therefore youre flexible comfortable and willing to change approaches when necessary staying calm and focused under pressure. Youre comfortable with high visibility and can easily bounce back/recover from setbacks challenges or adversity. Youre not afraid of anything new or ambiguous!

• Independent: were a small but mighty team therefore your impact and visibility are very high. Ownership is paramount and youll 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 thats responsible for the tech stack powering support and customer handling incidents and every task with detail and care. Youre 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 edtech company

Interview Process

The interview process for this role is as follows:

• submit your resume

• Round 1: complete our take home assessment (can take 13 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

• $71400 $105000

**Please note that we cant hire folks located in Alaska Alabama Arkansas Hawaii Iowa Kansas Kentucky Louisiana Mississippi North Dakota Rhode Island South Carolina or Wyoming.