Customer Support Operations Specialist

As a Customer Support Operations Specialist, you will be instrumental in optimizing the systems, processes, and data that enable our support to shine. You'll work behind the scenes to maintain the infrastructure that our customers and coworkers depend on every single day.

Within a year you are successful if…

• You have documented new processes, updated existing ones, and effectively communicated changes to the Support team, ensuring global alignment.
• You have ensured all support tools are functioning optimally, minimizing downtime and maximizing efficiency.
• You have streamlined project management using tools like Jira, driving timely completion of operational initiatives that enhance our support capabilities.
• You have built solid working relationships across functions, facilitating smooth collaboration between Support, Engineering, Product, and other teams to resolve complex issues and drive product improvements.
• You have maintained and improved KPI dashboards, providing real-time visibility into team performance and identifying trends for improvement.
• You have analyzed KPI reports, identified irregularities, and implemented corrective actions that improved key metrics such as response times and customer satisfaction scores.
  
  

Key Responsibilities

• Document new processes, changes to existing processes, and ensure the Customer Support & Technical Solution teams are aware and trained on these updates.
• Manage Support and Technical Solution teams' Confluence spaces, ensuring optimal organization of articles and reducing clutter by systematically archiving outdated material.
• Own account provisioning lifecycle
• Provision new customer accounts and environments
• Update license templates as needed
• Review churn tickets, and alerts
• Partner with leadership to organize support team availability during company wide shutdowns, create internal documentation and collaborate with Marketing to ensure timely customer communication via email notifications.
• Communicate complex processes in an easy-to-understand manner to support specialists, technical solutions engineers, leadership, and cross-functional stakeholders.
• Get well versed with Support tools (Zendesk, Guide, Explore, ClearFeed) and assume management responsibilities.
• Monitor and ensure Support tools are working as expected, quickly addressing any disruptions.
• Maintain Zendesk macros, triggers, fields, forms are up to date and functioning as expected.
• Audit and ensure Zendesk data is accurate and up to date.
• Support and lead projects of varying scope and apply growing domain knowledge and business experience.
• Use project management experience and tools like Jira to manage projects efficiently from initiation to completion.
• Build and maintain solid working relationships with team members, allied teams, and relevant internal and external stakeholders.
• Participate in team meetings and contribute ideas for improvement.
• Perform some ad hoc customer support tasks as needed
• Handle support tickets when the team is understaffed
• Assist during high-volume periods
• On call rotation for Incident management (approximately once every quarter)
  
  

Qualifications:

• Experience in operations management, technical support or project management at a software company.
• Hands-on experience with customer support platforms like Zendesk and familiarity with their reporting capabilities.
• Proficiency with data analysis and visualization tools such as Excel, Google Sheets, or Zendesk Explore.
• Basic knowledge of project management methodologies and tools such as Jira.
• Strong written and verbal communication skills, with the ability to explain complex processes simply.
• Emotional intelligence and empathy, with the ability to anticipate the needs of support specialists and technical solution engineers.
• Experience working with general office and collaboration tools including Confluence, GSuite, and Slack.
  
  

Preferred Qualifications:

• Experience integrating and automating workflows across multiple systems to enhance operational efficiency.
  
  

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating our diversity culture.

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.

Compensation Range: $58.8K - $109.2K