Customer Support Operations Engineer

About Webflow

At Webflow, we’re building the world’s leading AI-native Digital Experience Platform, operating as a remote-first company founded on trust, transparency, and creativity. We move with grit and speed, without sacrificing craft or quality, to bring development superpowers to everyone. From entrepreneurs to global enterprises, we empower teams to design, launch, and optimize for the web without barriers, believing in a future of the web and work that is more open, creative, and equitable.

About the Role

We are seeking a Customer Support Operations Engineer to join our Customer Support Operations team. In this role, you will be instrumental in powering exceptional support by reducing customer effort through smart tools and automation. You will primarily serve our Customer Support team, designing, building, and improving the tools, workflows, and automations that enable them to deliver world-class support. This position also involves close partnership with cross-functional teams to implement, maintain, and evolve internal systems and workflows.

You will provide technical assistance, contribute to operational enhancements, and collaborate with senior engineers and stakeholders to boost the efficiency and effectiveness of our Customer Support organization. This role is ideal for individuals who enjoy hands-on technical work, supporting colleagues, and expanding their technical and operational skills within a collaborative environment. Please note: This is not a frontline customer support role; it focuses on building, automating, and improving the systems that empower our Support team to scale effectively.

Key Responsibilities of a Customer Support Operations Engineer

• Scope and implement new tools, processes, and procedures.
• Build and maintain operational tooling, including Zendesk automations, triggers, routing logic, API workflows, and internal diagnostic tools (JavaScript / Node / Python-based).
• Develop AI-assisted ticket triage and deflection systems.
• Create and maintain internal dashboards and SLA monitoring systems.
• Write scripts that integrate with Zendesk, Webflow APIs, or third-party services.
• Build tools to enhance the efficiency of the Customer Support team, such as AI integration into Zendesk or plugins for site issue diagnosis.
• Analyze customer and Customer Support data to improve service delivery.
• Work cross-functionally to ensure the success of business partners.
• Collaborate on policies and procedures for Customer Support.
• Identify and implement efficiency and productivity improvements for the team and department.

Required Qualifications

About you:

• 4+ years of experience improving or operating support systems (beyond just responding to tickets).
• Hands-on experience configuring or extending support platforms (e.g., Zendesk, JSM, Salesforce).
• Proficiency in building scripts or lightweight internal tools (JavaScript, Python, etc.).
• Experience working with APIs and relational databases.

Nice To Have

• Experience integrating AI into support workflows.
• Experience building internal dashboards (SQL / BI).
• Experience with React, Next.js, or similar frameworks.

You’ll Thrive If You Possess:

• The ability to follow technical requirements and contribute to clear, documented specifications.
• Strong communication skills and comfort working with a distributed team.
• Excellent problem-solving, troubleshooting, and computing skills.
• The ability to quickly scope, implement, and improve new tools and processes.
• A passion for supporting customers and internal teams to deliver great customer experiences.
• Curiosity and openness to growth, actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact.

Our Core Behaviors

• Build lasting customer trust: Taking action that puts customer trust first.
• Win together: Playing to win as one team. Success at Webflow isn't a solo act.
• Reinvent ourselves: Imagining what's possible, beyond just improving what exists.
• Deliver with speed, quality, and craft: Moving fast without lowering the bar.

Benefits

Webflow offers comprehensive benefits including equity (RSUs), health coverage (medical, dental, vision), 12 weeks of paid parental leave (plus additional for birthing parents), flexible vacation, paid holidays, a sabbatical program, mental health resources, a 401(k) with 100% employer match (up to $6,000/year), monthly stipends for work and wellness, and an annual WIN bonus program.

Key skills/competency

• Zendesk
• Automation
• Python
• JavaScript
• APIs
• SQL
• Data Analysis
• Support Operations
• Workflow Optimization
• AI Integration