Support Systems Lead (NYC)

Replit
New York
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Prioritization","Troubleshooting","Systems thinking","Cross-functional collaboration","Judgment"]

Own the systems that power Replit’s customer support at scale, including the Zendesk support stack, automation, routing, tagging, and escalation paths. Build self-service and AI-driven support entry points in partnership with Engineering, and create tooling and scripts that remove bottlenecks in agent/admin workflows. Evaluate support tooling and lead migrations when platforms change, operating effectively in ambiguous, fast-moving environments.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Replit
Replit
1 week ago

Support Systems Lead (NYC)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own the systems that power Replit’s customer support at scale, including the Zendesk support stack, automation, routing, tagging, and escalation paths. Build self-service and AI-driven support entry points in partnership with Engineering, and create tooling and scripts that remove bottlenecks in agent/admin workflows. Evaluate support tooling and lead migrations when platforms change, operating effectively in ambiguous, fast-moving environments.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Configure and maintain Zendesk and the surrounding support stack, including workflow automation, business rules, and permissions.
  • •Build and maintain assignment logic, queues, tagging/taxonomy, and escalation paths as support volume and workflows change.
  • •Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions.
  • •Partner with Engineering to define technical requirements for self-service and in-product support surfaces, including routing and help widgets.
  • •Spot repetitive steps in agent and admin workflows and build automations, bulk actions, and scripts to remove bottlenecks, including internal tooling.

Pay and Benefits

Equity and Bonus:Equity
Perks:401kHealth InsuranceDentalVisionLife InsurancePaid ParentalShort TermLong TermFlexible TimeWellness StipendCommuter Benefits

Key Requirements

  • •5+ years in support operations, support systems, tooling, or a similar technical operations role.
  • •Hands-on administration of a ticketing platform like Zendesk, including triggers/automations, macros, views, SLAs, routing, groups, and permissions.
  • •Experience building and maintaining integrations across SaaS tools using APIs and webhooks.
  • •Comfort troubleshooting directly and working with engineers on more complex system needs.
  • •Strong judgment about prioritization in fast-moving, sometimes ambiguous environments.
Experience:5+ years
Skills:PrioritizationTroubleshootingSystems thinkingCross-functional collaborationJudgment
Certifications:Zendesk certification
Tech Stack:ZendeskPythonAPIsWebhooks

Company Brief

Replit
Provides a browser-based integrated development environment (IDE) and collaborative coding platform that lets developers write, run, and deploy code instantly across many languages and frameworks.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn