[Hiring] Technical Operations Lead @Hello Heart

Role Description

We are looking for a Technical Operations Lead to own and scale the systems, automations, and reporting that power our Support organization. Reporting into our Director of Technical Operations, you will lead administration of Zendesk and other core tools, improve automated deflection workflows, develop AI agents, and build the reporting infrastructure that helps the team operate more effectively. This is an individual contributor role for a builder who can take a complex idea from concept to execution and create scalable, automated solutions with minimal oversight.

Responsibilities

• Own and optimize Zendesk and other core Support systems, including day-to-day administration, configuration, and ongoing improvements.
• Manage AI-based deflection tools and related workflows to improve efficiency and the member support experience.
• Build and maintain integrations across Support systems and adjacent platforms to ensure reliable data flow and operational continuity.
• Create dashboards, reporting, and data visualizations that help Support leaders monitor performance and make informed decisions.
• Evaluate and implement new tools, processes, and automations that strengthen Support operations and reduce manual work.
• Partner with internal teams and vendors to troubleshoot issues, maintain documentation, and build for scale.
• Lead independent projects, such as launching new AI automation frameworks or implementing new data collection points, with minimal oversight.
• Drive automation and AI innovation, actively seeking out process optimization by leveraging existing AI and automation tools, or independently building new solutions to eliminate manual workflows and elevate team efficiency.

Qualifications

• A proven track record and genuine interest in leveraging AI tools for problem-solving and process improvement.
• 5+ years of experience in technical operations, support operations, business systems, or systems administration.
• Experience serving as the primary administrator for a support ticketing platform, with Zendesk strongly preferred.
• Experience implementing new tools and integrating multiple systems in a fast-paced environment.
• Strong experience with systems administration, workflow automation, troubleshooting, and process improvement.
• Experience building reporting and working with data visualization tools like Tableau and Snowflake.
• Strong communication and documentation skills, with the ability to work effectively across teams and manage work independently.

Tech stack

• Zendesk
• Forethought
• Twilio
• Medallia
• Gemini
• Claude Code
• Google Sheets (Apps Script, complex pivot tables, data visualization)

Compensation

The US base salary range for this full-time position is $90,000 to $110,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.

Company Culture

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous.