Top Operations & Support Jobs in Baltimore, MD

Designs, optimizes, and scales business systems and operational processes across Salesforce, HubSpot, and related technologies. Translates stakeholder needs into requirements, process maps, solution designs, data models, integrations, and acceptance criteria. Leads cross-functional systems initiatives, supports release validation and change management, improves data quality and reporting, and establishes governance and documentation standards. Partners with Revenue Operations, Sales, Customer Success, Marketing, Finance, Product, Engineering, QA, and platform administrators.

Manages claims and litigation activities, including coverage analysis, reserves, liability evaluation, settlements, defense counsel oversight, audits, policies, workflow, reporting, and staff performance. The role supervises claims professionals handling medical malpractice and severe bodily injury claims, ensures regulatory and company compliance, supports training and strategic planning, and advises leadership on claim status and settlement decisions.

Leads a distributed customer experience and fulfillment organization supporting approximately 20,000 monthly interactions. Owns support performance, fulfillment SLAs, returns, refunds, partner accountability, reporting, and operational improvement. Develops managers and frontline teams while building AI-first automation across Shopify, Gorgias, Yuma, and related tools to scale service efficiently without sacrificing customer experience.

Manage hourly L1 and L2 support agents, including performance, development, retention, scheduling, and staffing. Own daily queue health, support tooling, SLA performance, shift coverage, operational reporting, and Level 3 escalations. Use support economics and operational data to improve customer experience, reduce churn, and coordinate issues with product, fulfillment, and risk teams.

Leads revenue operations and strategy across Sales, Marketing, and Customer Success. Owns HubSpot architecture, administration, automation, reporting, and data quality; manages the broader revenue technology stack; deploys AI for forecasting and lead scoring; develops revenue forecasts, dashboards, and predictive analytics; optimizes lead-to-cash workflows and deal desk operations; and establishes planning, pipeline review, and cross-functional operating processes.

Provide advanced technical support for enterprise database customers by diagnosing complex SingleStore, SQL, Linux, and infrastructure issues. Reproduce bugs, perform QA, submit engineering reports, resolve outages, collaborate with developers and technical teams, improve support processes, and create documentation. The role requires customer-facing communication, database optimization, scripting, distributed systems knowledge, and familiarity with cloud platforms and Kubernetes.

Support the CEO by managing complex calendars, domestic and international travel, correspondence, expenses, personal tasks, research, and confidential information. Coordinate vendors, events, appointments, and executive relationships while prioritizing requests and providing administrative coverage. Use AI tools to streamline inbox management, meeting preparation, travel planning, and research. The role requires frequent commuting to Orange County, reliable transportation, strong discretion, exceptional organization, and experience supporting C-suite executives.

Provide technical customer support for HappyRobot’s AI platform by triaging, debugging, and resolving customer issues. Diagnose root causes, design and test solutions, collaborate with engineering and product teams, and help customers optimize AI workers through prompt engineering and voice or transcription tuning. The role requires clear communication, independent prioritization, adaptability, and strong problem-solving skills.

Administer and enhance the ServiceNow platform while identifying opportunities for AI enablement, workflow automation, self-service improvement, and cross-platform integrations. Configure Service Catalog workflows, portals, forms, scripts, and ITSM functionality; gather requirements; create documentation and test plans; coordinate UAT; support releases and upgrades; and troubleshoot platform issues. The role partners with technical and business stakeholders to deliver practical solutions and continuous process improvement.

Process and fulfill customer orders, maintain Salesforce contract and account data, create software licenses, invoice customers, manage inventory, prepare reports, document workflows, and support sales and finance teams. The role also handles customer inquiries, financial records, credit memo matching, vendor forms, and contractual compliance while meeting service-level agreements and key performance indicators.