Why This Role Matters

As Rapsodo continues to scale across products, customers, and channels, the complexity of delivering a consistent, high-quality customer experience increases significantly.

Customer Experience is not only defined by the people supporting customers-it is defined by the systems, workflows, and tools that enable teams to operate efficiently and at scale.

This role exists to bring structure, consistency, and operational discipline to how Customer Experience runs-while introducing modern approaches, including automation and AI-driven tools, to improve speed, efficiency, and overall customer outcomes.

Role Purpose

We are looking for a Customer Experience Operations Lead to own the systems, processes, and operational structure that power the Customer Experience function.

This role is responsible for designing and continuously improving support workflows, ticketing systems, automation, and reporting-while identifying and implementing opportunities to leverage AI and automation to improve how the team operates.

This is not a support role. It is a systems and operations role focused on enabling the team to perform at a higher level through structure, clarity, and scalable processes.

Key Responsibilities

1. Support Systems & Platform Ownership

Own the structure and effectiveness of the customer support platform (e.g., Zendesk).

• Design and maintain ticketing workflows, routing logic, and escalation paths

• Own ticket tagging taxonomy and ensure consistent usage

• Configure and improve automation rules to reduce manual effort and improve response times

• Ensure the platform is structured to support efficient and scalable operations

2. Process Design, Automation & Workflow Optimization

Define and improve how Customer Experience operates on a day-to-day basis.

• Develop and maintain support playbooks and standard operating procedures

• Identify inefficiencies in workflows and implement improvements

• Introduce automation and AI-assisted workflows to streamline repetitive tasks and improve consistency

• Ensure consistent processes across Tier 1, Tier 2, and partner/vendor support teams

3. AI-Enabled CX Operations

Leverage AI tools and capabilities to improve the efficiency and scalability of Customer Experience.

• Identify opportunities to deploy AI-based solutions (e.g., agent assist tools, automated responses, knowledge suggestions)

• Improve how support teams access information through AI-assisted knowledge retrieval

• Explore and implement use cases such as ticket summarization, response drafting, and categorization

• Continuously evaluate how AI can improve response quality, speed, and consistency

Focus is on practical implementation and measurable impact, not experimentation alone.

4. Knowledge & Internal Enablement

Own the structure and accessibility of internal support knowledge.

• Develop and maintain internal troubleshooting guides and support documentation

• Ensure support teams have clear, up-to-date resources to resolve issues effectively

• Partner with Enablement and Product teams to ensure alignment between internal and external knowledge

5. Data, Reporting & Performance Visibility

Create visibility into Customer Experience performance.

• Build and maintain dashboards and reporting for support metrics (e.g., ticket volume, resolution time, SLA adherence)

• Analyze trends to identify recurring issues and operational gaps

• Use data to inform process improvements and prioritization

6. Cross-Functional Coordination

Work closely with Product, Engineering, and other teams to improve customer outcomes.

• Surface recurring product issues and trends to Product and Engineering teams

• Support prioritization of fixes based on customer impact

• Partner with Customer Experience, Enablement, and Activation teams to align workflows and handoffs

7. Continuous Improvement & Scalability

Drive ongoing improvements to CX operations as the business grows.

• Identify opportunities to scale support through automation, process improvements, and better tooling

• Improve how CX supports new product launches and feature rollouts

• Ensure systems and processes evolve with increasing complexity

Requirements

Role Qualifications

• 5-10+ years of experience in Customer Experience operations, support operations, or related roles

• Strong experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, or similar)

• Proven ability to design and improve workflows, processes, and systems

• Experience implementing automation and interest in applying AI tools to operational workflows

• Strong analytical skills with the ability to interpret operational data and identify trends

• Experience working in cross-functional environments (Product, Engineering, Customer Experience)

• Detail-oriented with a strong focus on structure, consistency, and execution

• Experience in SaaS, hardware-enabled products, or technical support environments is highly preferred

Success Metrics

• Improved support efficiency (response times, resolution times, SLA adherence)

• Reduction in manual effort through automation and improved workflows

• Effective implementation of AI-driven tools that improve team productivity and response quality

• Consistency and accuracy of ticket handling and tagging

• Improved visibility into support performance and trends

• Reduction in recurring issues through better processes and feedback loops

Bottom Line

This role builds and evolves the operational backbone of Customer Experience-combining strong systems thinking with modern automation and AI-driven approaches to enable scalable, high-quality support.

"This role doesn't just run support operations-it modernizes how CX works."