Remote Support Operations & AI Enablement Specialist

TravelNet Solutions; United States; Remote; USD 53,000 - 60,000; Full time

Benefits offered by this job

Full medical, dental, and vision

Flexible paid time off

Wellness Rewards

Retirement plan with employer match

Job summary

Track is a fast-growing SaaS and Service Operating Platform for short-term rental. This remote, full-time role with about 10% travel powers the systems, reporting, and knowledge that keep our Customer Support team running smoothly.

You will tune Zendesk, build dashboards, and enhance AI and self-service tools, partnering with Support Leadership, Product, and Engineering to scale the team and reduce ticket volume. The role emphasizes enabling agents and customers with clear guidance.

Qualifications

• 2+ years in customer support, support operations, or technical enablement at a SaaS or technology company.
• Hands-on admin experience with Zendesk or a similar platform.
• Real experience implementing and optimizing AI-powered support tools, chatbots, or self-service solutions that reduced support volume.
• A track record of writing knowledge base articles, technical documentation, or training content.
• Solid command of support operations and metrics, including SLAs, escalation paths, and defect tracking, and the ability to use data to recommend process changes.
• Working knowledge of Jira, Confluence, or Salesforce.

Responsibilities

• Tune Zendesk views, macros, triggers, automations, and routing.
• Build dashboards tracking ticket metrics and SLA performance.
• Eliminate manual work through improved workflows and automation.
• Own and update knowledge base with articles and guides across Track's products.
• Configure AI tools and chatbots to improve deflection and self-service.
• Create onboarding and training for Tier 1/2 support.
• Collaborate with Tier 3, Product, and Engineering to document issues and workarounds.

Skills

Customer support operations

Zendesk admin

AI-powered support

Knowledge base authoring

Support metrics & SLAs

Cross-functional collaboration

Tools

Jira

Confluence

Salesforce

Job description

Track is a fast-growing SaaS and Service Operating Platform for short-term rental. This remote, full-time role with about 10% travel powers the systems, reporting, and knowledge that keep our Customer Support team running smoothly.

You will tune Zendesk, build dashboards, and enhance AI and self-service tools, partnering with Support Leadership, Product, and Engineering to scale the team and reduce ticket volume. The role emphasizes enabling agents and customers with clear guidance.