Support Automation Manager

Requirements:

• Advanced English proficiency (C1—C2), both written and spoken.
• Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings.
• Experience with payment platforms (e.g. PayPal, Stripe).
• Experience developing automations on low-code platforms (n8n).
• Proficiency in n8n: Strong understanding of n8n workflow automation platform, including creating complex workflows, integrating APIs, and troubleshooting issues.
• API Integration: Experience integrating third-party tools and services using APIs to streamline support processes such as ticket management, CRM systems, payment platforms, and communication tools.
• Problem Solving and Debugging: Ability to identify inefficiencies in existing processes, troubleshoot automation issues, and optimize workflows for better performance and reliability.
• Collaboration and Communication: Ability to work closely with the support team to understand pain points, translate them into automated solutions, and document processes clearly.
• Basic understanding of Large Language Models (LLMs), prompt engineering, or AI-powered automation workflows.
• Experience working with REST APIs, authentication methods (OAuth, API keys), and JSON payloads.
• Strong analytical mindset with the ability to investigate complex production issues.

Will be a plus

• Experience with Jira, Confluence, or Asana.
• Understanding of mobile app functionality, including versions, updates, and device compatibility.
• Knowledge of subscription models, including renewals, refunds, and invoicing.
• Experience working with OpenAI APIs or other LLM providers.
• Experience with monitoring, logging, or observability tools.
• Basic knowledge of Git and version control workflows.

Responsibilities:

Daily operations

• Monitor active workflows to ensure consistent performance and stability.
• Detect and address incidents promptly; take ownership of raised issues.
• Perform quality control on AI-generated responses sent through support platforms.
• Monitor automation health, logs, and alerts to proactively identify issues before they impact customers.
• Ensure production automations remain reliable, scalable, and well-documented.

Implementation

• Design, build, and maintain automation workflows using tools like n8n, prioritizing modularity and reusability.
• Write and maintain scripts (JavaScript) and use low-code tools to support new automation cases.
• Be up-to-date with Zendesk triggers and rules. Make sure our automations align with Zendesk flows.
• Integrate Zendesk with third-party automation platforms and monitor their stability.
• Manage authentication and secure integration of third-party APIs used in automations.
• Troubleshoot automation workflows regularly, proactively resolving errors and refining functionality.
• Build and update automation workflows based on defined priorities, including tickets, emails, Slack bots, analytics, and more.
• Run A/B and multi-scenario tests to evaluate automation effectiveness and improve performance.
• Conduct tests involving multiple applications, request types, and support platforms.
• Track error logs and troubleshoot failed workflow executions.
• Work with AI models (LLMs) to build, improve, and optimize customer support automations.
• Design workflows with reliability, error handling, idempotency, and maintainability in mind.
• Document workflows and automation logic to ensure knowledge sharing across the team.

Communication

• Collaborate closely with the backend team to ensure smooth integration of AI solutions. Create tasks for the backend team when new endpoints are required or existing functionality needs enhancement.
• Collaborate with DevOps to monitor server performance and address any issues impacting automation.
• Log key automation activities and updates in Confluence to keep the team informed.
• Coordinate with support leads and agents to collect hands-on feedback for improving automations and review reported tickets.
• Update the support team on any new or revised automations that may affect their work.
• Maintain close communication with the Head of Support for task management and roadmap updates.
• Communicate technical issues clearly to both technical and non-technical stakeholders.