Support Systems Specialist

Subscription businesses run on retention, and retention is downstream of support. When tickets route wrong, macros are outdated, or the helpdesk is misconfigured, customers feel it — and eventually they leave. We need someone to make sure that doesn't happen.

• Configure and maintain ticket routing rules and automation logic in Zendesk or Intercom
• Build and manage macros, canned responses, and escalation workflows
• Monitor queue health and surface bottlenecks before they become backlogs
• Maintain documentation for helpdesk processes and onboard new support staff to the system
• Identify patterns in recurring issues and surface them to the product team

You're not here to answer tickets. You're here to build and maintain the system that makes ticket answering work properly. Hands-on experience with Zendesk, Intercom, or an equivalent helpdesk platform is required. Any timezone. $400/month.