Senior Tooling Specialist

Role & Job Purpose The primary focus of the Senior Tooling Specialist is to maximize CS agent uptime and drive the long-term technical maturity of our Customer Support infrastructure. In this role, you will own the end-to-end strategy for collating, triaging, and prioritizing the highest-impact bugs blocking our frontline thereby systematically transforming operational friction into permanent engineering solutions. You will lead the transition of our operations away from manual workarounds toward integrated, enterprise-grade platforms (SupportBase, Zendesk). Furthermore, you will directly manage back-end routing engine configurations to execute complex operational pilots, launch strategic improvement initiatives, and complement our engineering team.

Key Performance Indicators (KPIs) BAU Operations & Operational Health

• Unblocking Architecture & SLA: Maintain target SLA (Bug Strategy & Quality: Own and optimize the SupportBase bug triage framework (~6,000 cases/month across CS), ensuring high-impact friction points are accurately diagnosed, prioritized, and handed off to engineering with comprehensive Root Cause Analyses (RCAs).
• Zendesk Ecosystem Deliveries: Spearhead the planning, architecture, and deployment of complex Zendesk workflow updates and system enhancements aligned with operational strategy.

Special Projects & Infrastructure

• Routing Engine Architecture: Own and execute custom routing change configurations on the backend with zero critical deployment errors, serving as the functional bridge between Ops and Core Engineering.
• Queue Strategy & Management: Design, build, and optimize scalable queue architectures to support complex, multi-region operational demand.

Job Responsibilities Discovery & Strategic Design

• Proactively audit and diagnose systemic inefficiencies, bottlenecks, and tooling gaps across the Servicing domain.
• Architect and champion scalable tooling solutions that align with long-term organizational strategy and technical standards.
• Lead cross-functional Root Cause Analysis (RCA) initiatives, turning complex operational data into permanent technical solutions.

Subject Matter Leadership

• Serve as the principal Subject Matter Expert (SME) for SupportBase, Zendesk, and routing logic across Customer Support.
• Drive the roadmap for system enhancements and underlying tool fixes to continuously elevate frontline productivity.
• Lead end-to-end execution of high-impact initiatives aimed at modernizing CS tooling infrastructure.

Structured Problem Solving & Innovation

• Uncover hidden operational friction points and establish strategic improvement roadmaps for the Servicing organization.
• Apply advanced problem-solving frameworks (e.g., logic trees, gap analysis, value-stream mapping) to eliminate manual workflows.
• Partner with senior operational leaders to define productivity benchmarks and deliver measurable ROI.

Complex Project Execution

• Lead the planning, execution, and delivery of complex, cross-functional tooling and process initiatives.
• Establish project documentation standards, governance frameworks, and clear communication channels across all stakeholder tiers.

Impact Analysis & Data Governance

• Rigorously evaluate the business impact of infrastructure changes and establish post-implementation tracking to quantify agent uptime gains.
• Leverage analytical platforms (Looker, Superset) to build predictive performance models and identify next-generation optimization opportunities.

Stakeholder Engagement & Engineering Partnership

• Partner closely with Product, Engineering, Compliance, and Senior Operations Leadership to align roadmaps and unblock delivery dependencies.
• Facilitate strategic workshops to translate frontline operational needs into clear technical requirements for engineering teams.