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escalation management knowledge base ticketing systems automation workflows claude code📋 Description
- Front-line partner support; triage escalations with Eng/Product/Compliance.
- Build scalable processes, knowledge base, and tooling for support.
- Handle partner inquiries and manage escalation workflows; define scope.
- Select and implement AI powered tools; automate Tier 0 triage.
- Work cross-functionally with Engineering, Product, and Compliance.
- Role based in NYC with flexible hybrid work.
🎯 Requirements
- Experience in customer operations or support; 2+ years preferred.
- Ability to triage technical issues with Eng/Product/Compliance.
- Experience selecting or implementing AI powered support tools.
- Familiarity with ticketing and knowledge management systems.
- Strong cross-functional collaboration and communication.
- Nice-to-have Claude Code or automation tooling.
🎁 Benefits
- Flexible remote hybrid work setup.
- Work with AI powered support tools and knowledge bases.
- Cross functional exposure with Eng, Product, Compliance.
- Opportunity to scale ops to BPO partnerships.
- Inclusive workplace with equal opportunity policy.
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