Support Operations, Privy
Own support ticket triage, routing, data quality, and scalable workflows for Privy’s Developer Success team. The role requires 1–3 years of operational experience, strong process discipline, customer judgment, and familiarity with support and CRM systems.
About the job
Responsibilities
- Own triage and routing for inbound support tickets from Privy developers and end users of Privy applications.
- Ensure issues are assigned, tracked, escalated, and resolved efficiently across the Developer Success team.
- Maintain data hygiene, consistency, and accuracy across Pylon, Slack, HubSpot, and other support systems.
- Partner with Sales, Engineering, Product, Account Management, Solutions Engineers, and Forward Deployed Engineers to improve support processes.
- Create and maintain internal runbooks for ticket triage, escalations, and engineering-support handoffs.
- Identify operational gaps and implement scalable workflows to improve customer responsiveness.
Requirements
- 1–3 years of experience in support operations, customer experience, technical program management, or a related operational role.
- Highly organized and process-driven, with strong attention to detail and ownership.
- Strong judgment for assessing customer sentiment, urgency, prioritization, and escalation.
- Familiarity with customer-support tools such as Pylon, Zendesk, Intercom, or Jira.
- Experience with communication platforms such as Slack.
- Experience maintaining high-quality CRM data in HubSpot or Salesforce.
- Strong written and verbal communication skills for issue tracking, coordination, and process documentation.
- A systems mindset and enthusiasm for building scalable internal processes.
Nice-to-haves
- Experience at a developer-tools or infrastructure company, or working closely with engineering and product teams.
- Experience working with APIs.
- Experience coding with AI or using AI to automate operational processes.
Skills
Pylon, Slack, HubSpot, Zendesk, Intercom, Jira, Salesforce, APIs, AI Automation, Runbooks
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