Ticket Operations & Process Lead

Ideatek; Buhler (KS); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with match

Free coaching/counseling for employees

Internet reimbursement

Tuition reimbursement

Community engagement opportunities

Culture of collaboration and integrity

Job summary

IdeaTek is seeking a detail-oriented Ticket Project Coordinator to bridge queue operations, process optimization, and service excellence. You’ll lead our customer ticketing system as an operational project lead, triaging tickets, driving improvements, and ensuring SLA adherence.

Ideal candidates bring 2+ years in project coordination or customer operations, plus experience with Zendesk, Freshdesk, or Salesforce Service Cloud. This role supports a hybrid model with periodic travel to Buhler.

Qualifications

• 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
• Demonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
• Proven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
• Exceptional organizational skills and the bandwidth to manage high-volume workstreams without losing sight of details.

Responsibilities

• Oversee incoming tickets across all channels (Email, Chat, Social, Portal). Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.
• Monitor First Response Time (FRT), Time to Resolution (TTR), and strict ticket SLAs. Execute auditing schedules to enforce a “No Ticket Left Behind” standard, identifying stalled tickets and unblocking bottlenecks.
• Conduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects to streamline ticket lifecycles and increase operational efficiencies.
• Track key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.
• Fast-track high-priority/high-severity issues. Act as the project liaison between customer support and key stakeholders.
• Partner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows based on efficiency metrics.

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is seeking a detail-oriented Ticket Project Coordinator to bridge queue operations, process optimization, and service excellence. You’ll lead our customer ticketing system as an operational project lead, triaging tickets, driving improvements, and ensuring SLA adherence.

Ideal candidates bring 2+ years in project coordination or customer operations, plus experience with Zendesk, Freshdesk, or Salesforce Service Cloud. This role supports a hybrid model with periodic travel to Buhler.