The Role
Own the systems, reporting, workflows, knowledge base, AI tools, and training that enable a growing SaaS customer support team. Administer Zendesk, build support dashboards, automate manual processes, improve self-service and ticket deflection, document product issues, and coordinate with Support, Product, and Engineering. The role also develops Tier 1 and Tier 2 onboarding and training programs.
Summary Generated by Built In
Are you ready to Level Up?
Join our growing team as a Support Operations Specialist
About the role
You will own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly. Reporting to the Support Operations Manager, you will partner with Support Leadership, Product, and Engineering to tune Zendesk, build the dashboards our leaders rely on, and grow our AI and self-service tools. As our support team scales, this role exists to make every ticket easier to solve, or better yet, never needed. This is a remote, full-time role with about 10% travel.
What you will do
- Keep Zendesk running clean by tuning views, macros, triggers, automations, and routing so tickets land in the right hands the first time.
- Build dashboards that track ticket volume, backlog, response and resolution times, SLA performance, and CSAT, and flag trends before they turn into problems.
- Find the manual work slowing the team down and remove it through better workflows, automation, or documentation.
- Own the knowledge base so customers and agents find answers fast, writing and updating internal and external articles and troubleshooting guides across Track's products.
- Configure, test, and improve our AI support tools and chatbots, keeping content AI-ready and driving up ticket deflection and self-service adoption.
- Build onboarding and ongoing training for Tier 1 and Tier 2 Support so new agents ramp faster and stay current on product changes.
- Partner with Tier 3, Product, and Engineering to document known issues, defects, and workarounds, and keep user access across support tools accurate.
Join our growing team as a Support Operations Specialist
About the role
You will own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly. Reporting to the Support Operations Manager, you will partner with Support Leadership, Product, and Engineering to tune Zendesk, build the dashboards our leaders rely on, and grow our AI and self-service tools. As our support team scales, this role exists to make every ticket easier to solve, or better yet, never needed. This is a remote, full-time role with about 10% travel.
What you will do
- Keep Zendesk running clean by tuning views, macros, triggers, automations, and routing so tickets land in the right hands the first time.
- Build dashboards that track ticket volume, backlog, response and resolution times, SLA performance, and CSAT, and flag trends before they turn into problems.
- Find the manual work slowing the team down and remove it through better workflows, automation, or documentation.
- Own the knowledge base so customers and agents find answers fast, writing and updating internal and external articles and troubleshooting guides across Track's products.
- Configure, test, and improve our AI support tools and chatbots, keeping content AI-ready and driving up ticket deflection and self-service adoption.
- Build onboarding and ongoing training for Tier 1 and Tier 2 Support so new agents ramp faster and stay current on product changes.
- Partner with Tier 3, Product, and Engineering to document known issues, defects, and workarounds, and keep user access across support tools accurate.
What you will bring
- 2+ years in customer support, support operations, or technical enablement at a SaaS or technology company.
- Hands-on admin experience with Zendesk or a similar platform, including views, macros, triggers, automations, routing, and reporting.
- Real experience implementing and optimizing AI-powered support tools, chatbots, or self-service solutions that reduced support volume.
- A track record of writing knowledge base articles, technical documentation, or training content that turns complex topics into clear, actionable steps.
- Solid command of support operations and metrics, including SLAs, escalation paths, and defect tracking, and the ability to use data to recommend process changes.
- Working knowledge of tools like Jira, Confluence, or Salesforce.
You will thrive here if
- You see the same ticket come in a third time and can't help but build the article, macro, or automation that stops it from coming back.
- You like being the connector between Support, Product, and Engineering, and you will chase down the details on a defect until the workaround is documented and the team knows about it.
- You are excited to figure out what actually works with AI in support, and you want a seat that can grow into leadership in Support Operations, AI and Support Automation, CX Operations, or Support Enablement.
Compensation
The expected starting base salary range for this role is $38.46 - $43.27 per hour, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.
About Track
Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.
Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.
Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner.
Our core values
These are the behaviors that shape how we work with each other, our partners, and our customers.
- Serve Others: nurturing growth to help others succeed
- Grit: taking ownership and never giving up on what matters most
- Create the Future: innovating to disrupt the status quo
Benefits and perks
- Full medical, dental, and vision coverage
- Flexible paid time off
- Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts
- Up to $900 a year in Wellness Rewards
- Retirement plan with employer match
- Unlimited access to professional training and development
- Company-paid life insurance and long-term disability coverage
- Flexible work environment, plus a $150 quarterly gift for personal use
Equal Employment Opportunity
We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.
If you need a reasonable accommodation to complete the application or interview process, contact [email protected] and we will work with you.
Ready to Level Up with us? Apply today.
Skills Required
- 2+ years of experience in customer support, support operations, or technical enablement at a SaaS or technology company
- Hands-on administration experience with Zendesk or a similar support platform, including views, macros, triggers, automations, routing, and reporting
- Experience implementing and optimizing AI-powered support tools, chatbots, or self-service solutions that reduced support volume
- Experience writing knowledge base articles, technical documentation, or training content
- Working knowledge of support operations metrics, including SLAs, escalation paths, and defect tracking
- Ability to use data to recommend process changes
- Working knowledge of Jira, Confluence, or Salesforce
Track Hospitality Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Track Hospitality and has not been reviewed or approved by Track Hospitality.
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Healthcare Strength — Health coverage is described as comprehensive, with an HSA match and dental and vision included. On paper, this positions the package as competitive for a mid-size tech employer.
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Retirement Support — A 401(k) with company match is explicitly offered. This signals long-term savings support alongside compensation.
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Leave & Time Off Breadth — Unlimited PTO is explicitly called out. This indicates broad flexibility for personal, family, or sick time.
Track Hospitality Insights
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The Company
What We Do
Track, a TravelNet Solution, is an award-winning hospitality software solution that modernizes and simplifies all aspects of your property management operations. It combines a PMS, CMS, call center, automated workflows, and extensive integrations in one tightly knit platform that VRMB calls “the software of the future.”
