Support Systems Lead (NYC)

IN THIS ROLE YOU WILL:

• Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change.
• Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change.
• Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes.
• Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them.
• Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk actions, and scripts, including in Replit, that take them out.
• Take in tooling and systems requests from across support, run tool and vendor evaluations for the support stack, and lead a migration if we change platforms.

Want to learn more about what we are up to?

• Self-driving Company
• Replit Agent at Scale
• AI Adoption
• Build Open-Source Apps

Interviewing + Culture at Replit

• Operating Principles
• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.