Customer Support Operations Specialist
Own our support flow, from first report to resolution.
- Location
- Fully remote
- Employment
- Freelance
- Commitment
- Full-time
- Salary
- $25,000 to $45,000 a year
People around the world use Routescan to read blockchain data across multiple networks. Our support team helps them resolve problems with the platform.
We are hiring a Customer Support Operations Specialist to handle user issues and improve the processes behind our daily support work, including periods with high ticket volumes.
You will follow requests from intake and triage through investigation, resolution, follow-up and reporting. Work with users and technical teams to resolve what you can directly and involve engineers when needed.
You should be comfortable working independently on tickets, keeping track of details and building processes that hold up as support volume grows.
What you will do
You will manage daily support requests and improve the processes the team uses to resolve them.
- Manage customer tickets through intake, triage, investigation, prioritization, resolution, follow-up and closure.
- Deliver accurate, clear and timely support to Routescan users across multiple products, chains and use cases.
- Identify which issues can be resolved directly, which require technical investigation, and which should be escalated to engineering or other internal teams.
- Improve ticket quality before escalation by gathering relevant context, reproducing issues when possible, and documenting clear steps, expected behavior and user impact.
- Own and continuously improve Intercom and other relevant support tools, including inbox configuration, tagging, routing, saved replies, automations, reporting and knowledge-base workflows.
- Build and maintain scalable support processes, SOPs, internal documentation, troubleshooting guides and user-facing help materials.
- Create dashboards and reporting systems to track ticket volume, response and resolution times, issue categories, recurring pain points, backlog health and customer satisfaction.
- Identify recurring user problems, product gaps, documentation gaps and operational bottlenecks; turn them into actionable recommendations for product, engineering and leadership.
- Reduce repetitive work with automation, AI tools and resources that help users resolve issues themselves.
- Coordinate with technical teams to ensure escalated issues have clear ownership, appropriate priority and timely follow-up.
- Help define support coverage, escalation paths and response standards for a global user base.
- Provide flexible support coverage, including occasional nights or weekends when needed, to support users across multiple time zones.
What you bring
- Fluent in English, with strong written communication skills.
- Practical experience in customer support, support operations, technical support, product support, community support, or a similar role.
- Strong understanding of ticket lifecycle management, from initial report through resolution and customer follow-up.
- Comfortable using support and ticketing tools such as Intercom, Zendesk, or similar platforms.
- Able to work independently, make sound operational decisions, and bring structure to ambiguous or fast-moving situations.
- Strong problem-solving skills: you can distinguish between user education, documentation gaps, product issues, data issues and engineering bugs.
- Comfortable communicating with both non-technical users and technical internal teams.
- Detail-oriented, reliable, and able to manage multiple requests without losing context or follow-through.
- Experience building support documentation, automations, dashboards, reporting systems, or support workflows using AI is a strong plus.
- Interest in blockchain infrastructure, explorers, APIs, wallets, transactions, or onchain data is a plus.
- Flexible availability to occasionally provide coverage outside standard working hours when needed.
How to apply
Apply if you would like to help users and improve how our support team works.
Send your application to jobs@routescan.io with the subject “Customer Support Operations Specialist Application”.
Help people get the answers they need from Routescan.