Support Operations Specialist

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

Benefits offered by this job

Full medical, dental, and vision

Flexible paid time off

HSA with up to $2,000 matching

Wellness rewards up to $900 per year

Retirement plan with employer match

Training and development opportunities

Life insurance and long-term disa b 56

Flexible work environment; $150/yr for

Job summary

Track is seeking a remote Support Operations Specialist to own Zendesk tuning, dashboards, and knowledge management. You will collaborate with Support Leadership, Product, and Engineering to optimize AI tools, reduce ticket volume, and improve self-service adoption across Track's SaaS platform.

You will build and maintain articles, guides, and training for Tier 1/2 agents, ensuring accurate defect documentation and effective escalation paths.

Qualifications

• 2+ years in customer support or support operations at a SaaS company.
• Hands-on admin experience with Zendesk or similar platform.
• Experience implementing AI-powered support tools or self-service solutions.
• Experience writing knowledge base articles or training content.
• Strong grasp of SLAs, escalation paths, and defect tracking.
• Working knowledge of Jira/Confluence/Salesforce.

Responsibilities

• Tune Zendesk views, macros, triggers, automations, and routing for accurate ticket routing.
• Build dashboards tracking ticket volume, backlog, response/resolution times, SLA, and CSAT.
• Identify and remove manual work through better workflows, automation, or documentation.
• Own the knowledge base; write and update internal/external articles and troubleshooting guides.
• Configure and test AI support tools to improve deflection and self-service adoption.
• Create onboarding and ongoing training for Tier 1/2 agents.
• Document known issues, defects, and workarounds with Product/Engineering.

Skills

Zendesk admin

AI tools

Knowledge base writing

Support operations metrics

Data-driven decisions

Tools

Jira

Confluence

Salesforce

Job description

Are you ready to Level Up? Join our growing team as a Support Operations Specialist

About the role

You will own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly. Reporting to the Support Operations Manager, you will partner with Support Leadership, Product, and Engineering to tune Zendesk, build the dashboards our leaders rely on, and grow our AI and self-service tools. As our support team scales, this role exists to make every ticket easier to solve, or better yet, never needed. This is a remote, full-time role with about 10% travel.

What you will do

• Keep Zendesk running clean by tuning views, macros, triggers, automations, and routing so tickets land in the right hands the first time.
• Build dashboards that track ticket volume, backlog, response and resolution times, SLA performance, and CSAT, and flag trends before they turn into problems.
• Find the manual work slowing the team down and remove it through better workflows, automation, or documentation.
• Own the knowledge base so customers and agents find answers fast, writing and updating internal and external articles and troubleshooting guides across Track's products.
• Configure, test, and improve our AI support tools and chatbots, keeping content AI-ready and driving up ticket deflection and self-service adoption.
• Build onboarding and ongoing training for Tier 1 and Tier 2 Support so new agents ramp faster and stay current on product changes.
• Partner with Tier 3, Product, and Engineering to document known issues, defects, and workarounds, and keep user access across support tools accurate.

What you will bring

• 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, including views, macros, triggers, automations, routing, and reporting.
• 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 that turns complex topics into clear, actionable steps.
• 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 tools like Jira, Confluence, or Salesforce.

You will thrive here if

• You see the same ticket come in a third time and can't help but build the article, macro, or automation that stops it from coming back.
• You like being the connector between Support, Product, and Engineering, and you will chase down the details on a defect until the workaround is documented and the team knows about it.
• You are excited to figure out what actually works with AI in support, and you want a seat that can grow into leadership in Support Operations, AI and Support Automation, CX Operations, or Support Enablement.

Compensation

The expected starting base salary range for this role is $ 38.46- $43.27 per hour , plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.

About Track

Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.

Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.

Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner.

Our core values

• Serve Others: nurturing growth to help others succeed
• Grit: taking ownership and never giving up on what matters most
• Create the Future: innovating to disrupt the status quo

Benefits and perks

• Full medical, dental, and vision coverage
• Flexible paid time off
• Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts
• Up to $900 a year in Wellness Rewards
• Retirement plan with employer match
• Unlimited access to professional training and development
• Company-paid life insurance and long-term disability coverage
• Flexible work environment, plus a $150 quarterly gift for personal use

Equal Employment Opportunity

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

If you need a reasonable accommodation to complete the application or interview process, contact [e-mail] and we will work with you.