Growth Operations Specialist

Summary

Join Peerspace as a Growth Operations Specialist and become the driving force behind scaling and optimizing our operational infrastructure. You will architect and implement scalable solutions transforming customer operations, trust and safety, and sales workflows into efficient, automated systems. Working with cross-functional teams, you'll develop and deploy systems streamlining current operations and creating new capabilities for rapid scaling. Your work will directly impact our ability to handle increasing customer volume while reducing operational costs and improving team efficiency. This role requires strong programming skills, experience with various platforms, and a deep understanding of customer support operations. The annual salary range is $110,000 to $140,000.

Requirements

• Possess strong programming experience with proficiency in SQL and at least one modern programming language (Python, JavaScript, etc.)
• Have experience with API integrations and webhook implementations
• Have hands-on experience with customer support platforms (Intercom preferred), CRM systems (Salesforce), and ancillary software (MixMax, Zapier, Outreach, etc)
• Demonstrate understanding of modern SaaS architecture and integration patterns
• Have familiarity with AI platforms and their practical applications in customer support contexts
• Have 3+ years of experience in technical operations, customer operations, or similar roles where you've built or maintained support systems at scale
• Possess strong analytical skills with experience in data analysis and visualization tools. Ability to translate complex operational problems into technical solutions
• Have excellent written and verbal communication skills with the ability to effectively collaborate with both technical and non-technical stakeholders
• Demonstrate a deep understanding of customer support operations and how technology can enhance the customer experience

Responsibilities

• Design, implement, and maintain integrations between key operational systems (Intercom, Salesforce, Zapier, Segment) and our product infrastructure. Create automated workflows that enhance efficiency and data accuracy across platforms
• 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
• Architect and implement AI-powered solutions to enhance customer support efficiency, including automated response systems, intelligent ticket routing, and predictive analytics for customer issues
• 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
• 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
• Continuously evaluate and improve support workflows, identifying opportunities for automation and efficiency gains through technical solutions

Preferred Qualifications

Experience implementing and managing AI-powered solutions

Benefits

• 100% employee coverage of medical, dental and vision insurance
• $500 annual professional development allowance
• Discount on all Peerspace bookings
• Laptop, high res display, and stipend to setup home office
• Monthly cell phone and internet credit
• Coworking membership if needed (in lieu of home office)
• Access to the Peerspace network of inspiring spaces to do your best work
• Flexible take it as you need it time off policy
• Wellness Fridays observed company wide
• Annual in-person, all company offsites and team-building events (in Peerspace locations, of course)