Customer Success Operations Lead

Customer Success Operations Lead JD

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

Ready to level up the Customer Success function for a hyper-growth B2B SaaS company? In this role, you will join Qualia's Revenue Operations (RevOps) team, which provides the resources and tools that drive our accelerating momentum.

As a Customer Success Operations Lead, you will drive operational excellence across our customer success organization, partnering with both Support and Managed Services teams to optimize processes, workflows, and performance. In this role, you will own the technical architecture and strategic development of our Zendesk deployment as part of a comprehensive support ecosystem. You will also be a leader in innovating how we serve our customers, pioneering AI-forward solutions, owning technical roadmap development, and collaborating effectively with stakeholders. You will be responsible for answering critical business questions, such as:

• How do we leverage agentic AI to materially transform support efficiency and customer experience?
• How is the tooling landscape evolving? What technologies should we be investing in to stay at the leading edge of support organizations?
• How do we establish effective AI governance and quality control as it becomes a larger portion of our interactions?
• How do our human CSR roles and processes need to evolve to as much of the high volume, easier work shifts to AI?

If you are excited to answer these questions while building the solutions, this is an opportunity you won’t want to miss.

RESPONSIBILITIES

• Zendesk Mastery & Optimization: Own all aspects of Zendesk configuration, optimization, and expansion, including building and maintaining complex workflows, integrations, triggers, automations, macros, and designing scalable custom fields, forms, and reporting structures for a unified deployment that includes multi-brand architecture, customer content, workforce management, and telephony. Continuously refine Zendesk and ancillary systems to improve agent productivity and the customer experience, building sophisticated reporting dashboards and performance metrics that provide actionable management insights to answer day-to-day questions, support regular performance reviews, and unearth opportunities for improvement
• CS Systems & Tools Innovation: Proactively research, test, and deploy new solutions and workflows across our customer success organization. You will experiment with and stay current on emerging CS and AI technologies (especially in the world of support), assessing their potential for Support and Services applications
• Support Analysis & Optimization: Analyze trends and drivers of support volume to consistently identify opportunities for reduction through intelligent automation, AI-powered insights, and process optimization. Proactively analyze support organization performance and translate findings into actionable insights and recommendations for tactical improvements and strategic planning. You will act as the go-to Zendesk operations expert for multiple groups across our two brands, Qualia and Resware
• Customer Success Ops Leadership: Serve as a proactive partner and leader to the Customer Success, RevOps, and CS Operations teams

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• Zendesk Power User Expertise: Deep, hands-on experience with Zendesk administration, including advanced configuration of triggers, automations, workflows, custom fields, and reporting. You understand Zendesk's capabilities and limitations and can architect solutions that maximize the platform's potential
• AI Curiosity & Implementation Experience: A genuine excitement about AI technologies and their applications in customer success. You have experience experimenting with AI tools, implementing automation solutions, staying current with emerging technologies, and are unafraid to trial new features and build proof-of-concepts
• An Owner's Mentality: You take pride in your work and view what you do as a part-owner and builder of Qualia. You view your business unit’s success as your