Support Operations Specialist

The role involves designing, developing, and maintaining tools and systems to improve customer experience operations at Riverside, an AI-powered content creation platform. The candidate will collaborate with various teams to build automation, integrations, dashboards, and documentation infrastructure, supporting the CX team and connected departments.

Location: Remote

Responsibilities

• Building AI-powered agent copilot tools for support agents.
• Designing and maintaining automated workflows for billing, ticket handling, and cross-departmental processes.
• Developing operational dashboards and reports for team leads and stakeholders.
• Building and maintaining integrations across support and operations systems via APIs and automation platforms.
• Designing and building knowledge and documentation infrastructure, including systems that generate structured documentation and reports.
• Administering and configuring department tools including Zendesk, Intercom, and Fin AI.
• Using Figma or similar tools to map flows and communicate solutions.

Requirements

• 2+ years of experience in operations, automation, technical tooling, or similar builder roles.
• Hands-on experience designing and building automated workflows using platforms like Make.com, Zapier, or similar.
• Comfortable working with APIs, reading documentation, building integrations, and troubleshooting.
• Strong experience with LLMs and AI tools, including prompt engineering and AI integration into workflows.
• Ability to read and communicate using process flow diagrams and tools like Figma.
• A structured problem-solver who asks questions, tests thoroughly, and communicates clearly.
• Experience working across multiple teams and translating operational needs into technical solutions.