Support Operations Specialist
Support Operations Specialists at AI companies own the systems, workflows, and team-level performance that keep customer support functioning as the company scales. In practice at AI companies this canonical role frequently extends into support team leadership and management—coaching agents, running performance reviews, owning headcount and capacity—alongside the operations work of designing workflows, configuring tooling, maintaining the knowledge base, and reporting on KPIs. The boundary with a Support Manager title is fuzzy across the population, with many jobs in this slug carrying both responsibilities. These roles typically sit within customer support or customer experience organizations, partnering with product and engineering on tooling and product feedback, and with people operations on team-related questions.
Measured across 20 of 21 open postings.
“Use AI and automation to improve partner-related support workflows and scale operations effectively.”
“building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot”
“Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA”
“Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out.”
Skills
What companies are looking for in this role.
Support performance analytics
Process design and improvement
Escalation and incident response
End-user technical support
Support tooling configuration
Technical issue diagnosis
Program and project management
Incident response and reliability
Systems integration and APIs
Customer and account operations
Infrastructure automation and IaC
Operational metrics and analytics
Account health management
AI workflow automation
AI support automation
AI evaluation design
Cross-functional collaboration
Technical team leadership and mentoring
Customer feedback synthesis
Customer-facing technical delivery
Change management
Technology
The tools and technologies that define this role.
Open Jobs
21 open Support Operations Specialist jobs across 16 companies.
Other Customer Support roles
Owns post-sale customer relationships, driving adoption, retention, and expansion.
Diagnoses and resolves technical issues reported by customers, provides troubleshooting guidance.
Owns delivery of customer engagements after the sale: scoping, staffing and steering professional-services or deployment work to agreed outcomes. At AI vendors, often the customer-facing lead of a deployment / forward-deployed pod.
Leads customer onboarding, implementation, and deployment projects.
Manages commercial relationships with existing customers, focusing on renewals, upsells, and contract negotiations.