Automation Support Specialist

Own the support function end to end — and turn every resolved ticket into an article so the next operator gets a faster, clearer answer.

What makes the role different is what happens after the ticket closes. Every issue you resolve gets written up as an article, so the next operator with the same problem gets a faster and clearer answer. Building that library is as much the job as answering the tickets, and it's what lets support stay small and still be excellent as we grow.

• Own the support channels. Be fully on top of the inbox, phone line, and inbound chat queue during business hours. Acknowledge quickly, set expectations honestly, and follow through. Nothing sits unanswered.
• Own the support process. Tooling, categories, SLAs, escalation paths, how we measure ourselves. You're expected to change what isn't working and make the case for it.
• Diagnose real problems. Many tickets aren't "how do I," they're "this number looks wrong." You'll trace a charge back through the billing run, check whether data synced correctly from property management integrations, and figure out whether it's a misunderstanding, a configuration issue, or a genuine bug — then elevate to engineering with enough detail that they can act immediately.
• Write a support article for every issue. Every ticket gets categorized so we can see what actually recurs. Novel issues get a new article; recurring ones get an existing article sharpened with the new symptom or edge case. Articles get reviewed and refreshed as the product changes.
• Be the voice of the operator internally. Evaluate trends and bring patterns back to product. If forty people are confused by the same screen, that's a product finding, not forty tickets.
• Verify data accuracy. Our software pulls utility bills in automatically, and that data gets reviewed. You'll help check scraped values against the source bill and flag anything that doesn't line up.
• Test releases. When you're not on tickets or articles, you'll help product and engineering QA new features and fixes before they ship.

90 days: You own the inbox, phone line, and chat queue end to end. Every ticket is categorized, the process is written down, articles cover our highest-volume issue categories and are being reused in real responses, and every release gets QA coverage.

6 months: The documentation is substantial and current enough to pilot automated tier 1 responses, and recurring issues are feeding the product roadmap.

12 months: Automated tier 1 responses are running in production against the library you built, with a measured deflection rate and a clean escalation path for anything the system can't answer. Ticket volume per operator is trending down even as the operator count goes up. Article review runs on a cadence, with staleness tracked and visible.

• You communicate unusually well. You can take something genuinely confusing and explain it to a busy property manager in a way that makes sense the first time. This is the single most important qualification, and we will test for it.
• 2+ years supporting a software product
  , ideally B2B, where the questions were substantive rather than scripted.
• Comfort with data and systems. You're not afraid of a spreadsheet, a CSV export, an API response, or a ticket that requires tracing something across two systems to understand it.
• Real ownership instinct. You notice broken processes and fix them rather than working around them. You'll be given a lot of latitude and are expected to use it.
• Calm patience. Billing problems make people anxious. You stay calm, clear, and honest about what you know and don't know, and about the fact that you'll work to find the answer.
• Self-direction. This is a small team. Nobody will be…