Support Operations Specialist

Responsibilities

• Design, develop, and ship tools and automated workflows to help the Customer Experience department work faster and smarter
• Build AI-powered agent copilot tools to help support agents find answers and surface information in real time
• Design and maintain automated workflows for billing, ticket handling, and cross-departmental processes
• Develop operational dashboards and reports to surface agent and customer data for stakeholders
• Build and maintain integrations across the support and operations stack via APIs and automation platforms
• Administer and configure department tools including Zendesk, Intercom, and Fin AI
• Use Figma to map process flows and communicate solutions before building

Requirements

• 1+ years of experience in operations, automation, technical tooling, or a similar builder role
• Hands-on experience designing and building automated workflows using platforms like Make.com or Zapier
• Comfortable working with APIs, including reading documentation and troubleshooting integrations
• Strong experience with LLMs and AI tools, including prompt engineering and production workflow integration
• Ability to use Figma or similar tools to create process flow diagrams
• Structured problem-solver with the ability to translate operational needs into technical solutions

Preferred Qualifications

• Experience with data and analytics platforms such as Snowflake or Omni
• Administrative experience with Zendesk, Intercom, or comparable support platforms
• Ability to write scripts and queries (Python and/or SQL) to manipulate data and automate logic

About the Company

Riverside is an AI-powered platform that helps content creators, podcasters, and marketers at major brands like Netflix, Disney, Google, and Microsoft create high-quality video and audio content with ease. Our technology streamlines the entire production process, using AI-driven tools to automate editing, directing, and design.