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slack ai routing dashboards ticketing📋 Description
- Own day-to-day ops for core support systems (ticketing, routing, queues, labels, taxonomy, escalations).
- Triage urgent operational issues; monitor system behavior, workforce, queues, and SLA risk.
- Manage intake and prioritization for system requests from internal teams.
- Help roadmap: distinguish fixes from bigger improvements and surface recurring pain points.
- Lead end-to-end technical/operational programs: discovery to rollout and metrics.
- Collaborate with engineering, data, IT, and support to debug issues and monitor.
- Utilize Cursor and AI-native workflows to reduce toil and improve team operations.
🎯 Requirements
- Experience in support ops, systems ops, or cross-functional technical programs.
- Comfort with operational systems like ticketing, routing, labels, dashboards, Slack workflows.
- Technical ability to investigate system issues, read configurations or code, and partner with engineers.
- Excellent triage and prioritization; decide urgency, investigation, escalation, and long-term fixes.
- Ability to own end-to-end work: clarify problems, align stakeholders, sequence work, launch safely, and measure impact.
- Comfort pushing back thoughtfully while maintaining trust.
- Energized by firefighting with systems-building; bias toward action and clarity.
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