Simular
Product & User Operations
1mo ago
WorldwideMiddleintercomzendeskdata analysisautomation
Manage user interactions, feedback, and support workflows to improve product experience and operational efficiency.
Responsibilities
- Serve as the primary point of contact for user questions, feedback, and escalations.
- Triage incoming user issues, troubleshoot, and partner with engineering and product to drive resolution.
- Build and maintain support workflows, knowledge bases, and self-serve resources.
- Aggregate and synthesize user feedback into product insights that influence the roadmap.
- Identify opportunities to automate operational work using AI agents and internal tooling.
- Track key user-experience metrics (response time, resolution rate, satisfaction) and continuously raise the bar.
Requirements
- 2-4 years in product operations, user operations, customer success, or a similar role.
- Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
- Experience setting up or managing customer support systems and ticketing platforms (e.g. Intercom, Zendesk, or similar).
- Strong data analysis skills, with the ability to track metrics, identify trends, and turn user data into actionable insights.
- Strong bias towards automation and building systems, not just resolving individual tickets.
- Excellent written communication skills, with the ability to translate complex issues clearly.
- Genuine interest in AI products and how they work.
Nice to have
- Experience with AI agents or workflow automation tools.
Other
- Where multiple locations are listed for this role, the position may be based in any of those locations, with priority determined according to the order of listing.
- We're looking for someone to own the relationship between our product and our users, keeping them unblocked, turning their feedback into product insights, and building systems that make every interaction count.