Note: The job is a remote job and is open to candidates in USA. Peerspace is hiring a Growth Operations Engineer to scale and optimize its operational infrastructure through process improvements and technical automation. The role builds systems and tools for customer operations, trust and safety, and sales workflows, using data and cross-functional collaboration to improve efficiency and service quality.
Responsibilities
- Systems Integration: Design, implement, and maintain integrations between key operational systems and our product infrastructure. Create automated workflows that enhance efficiency and data accuracy across platforms
- Technical Support Infrastructure: Develop and optimize internal tools that empower our customer support and trust & safety teams to respond faster and more effectively to user needs. This includes building custom solutions for case management, automated responses, and support analytics
- AI Implementation: Architect and implement AI-powered solutions to enhance customer support efficiency, including automated response systems, intelligent ticket routing, and predictive analytics for customer issues
- Data Analytics: Create and maintain dashboards and reporting systems that provide real-time insights into customer support metrics, team performance, and system health. Use data to identify areas for automation and improvement
- Cross-functional Collaboration: Work closely with product, engineering, and operations teams to ensure seamless integration of support systems with our core product. Partner with customer success and trust & safety teams to understand their needs and implement effective solutions
- Process Optimization: Continuously evaluate and improve support workflows, identifying opportunities for automation and efficiency gains through technical solutions
Skills
- Strong programming experience with proficiency in SQL and at least one modern programming language (Python, JavaScript, etc.)
- Experience with API integrations and webhook implementations
- Hands-on experience with customer support platforms (Intercom preferred), CRM systems, and ancillary software (MixMax, Zapier, Outreach, etc)
- Understanding of modern SaaS architecture and integration patterns
- Familiarity with AI platforms and their practical applications in customer support contexts
- 3+ years of experience in technical operations, customer operations, or similar roles where you've built or maintained support systems at scale
- Strong analytical skills with experience in data analysis and visualization tools
- Ability to translate complex operational problems into technical solutions
- Excellent written and verbal communication skills with the ability to effectively collaborate with both technical and non-technical stakeholders
- Deep understanding of customer support operations and how technology can enhance the customer experience
- Experience with Laravel and Nuxt/Vue preferred
- Experience implementing and managing AI-powered solutions is a plus
Benefits
- Equity compensation
- 100% employee coverage of medical, dental and vision insurance
- Discount on all Peerspace bookings
- Laptop, high res display, and stipend to setup home office
- Monthly cell phone and internet credit
- Annual in person all company offsite and team-building events (in Peerspace locations, of course)
- Wellness Days observed company wide
- Remote first company
Company Overview
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