Support Operations Specialist

Description

For many of us there’s that one podcast we never miss, and video content is part of our daily routine, whether it’s professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at Riverside, we know it well. That’s exactly why we built an AI-powered platform that helps content creators, podcasters, marketeers, and more at major brands like Netflix, Disney, Google, and Microsoft to create high-quality content with ease.

Riverside’s technology streamlines the entire content creation process, turning ideas into professional-grade content with the highest production standards, without requiring expensive equipment or external services. The secret? AI-driven tools that replace traditional production roles like editing, directing, and design, automating the entire process at the click of a button.

About the Customer Experience Team

Our CX team is dedicated to delivering an exceptional experience for every Riverside customer — from

self-serve creators to enterprise accounts. Behind that team is an operations function focused on

building the tools, systems, and automations that make it all possible. We move fast, we build things

that matter, and we're constantly looking for smarter ways to work.

On Your Day to Day

You’ll be designing, developing, and shipping tools and systems that help our CX department and connected teams work faster and smarter. You'll collaborate with

team leads and management to understand requirements, then own the building, testing, and

communication of solutions end-to-end. Over time, you'll grow into a larger role in shaping what gets

built and why.

Day-to-day work spans a wide range of projects, including:

• Building AI-powered agent copilot tools that help support agents find answers, run investigations, and surface relevant information in real time
• Designing and maintaining automated workflows that cover billing actions, ticket handling, and cross-departmental processes across teams including Quality Assurance, Knowledge Management, and Technical Support
• Developing operational dashboards and reports that surface agent and customer data for team leads and stakeholders
• Building and maintaining integrations across our support and operations stack via APIs and automation platforms
• Designing and building knowledge and documentation infrastructure — including systems that take raw notes, scopes, and walkthroughs and generate structured documentation and reports automatically
• Administering and configuring department tools including Zendesk, Intercom, and Fin AI — building, maintaining, and improving how these platforms are set up and used
• Using Figma or similar tools to map flows, communicate

Tools: Zendesk, Intercom & Fin AI, Slack, Snowflake, Omni Analytics, AWS, Google Workspace, Make.com / Zapier, Figma, and AI platforms including Claude and ChatGPT.

Requirements

What Will Make You Stand Out?

• 2+ years of experience in an operations, automation, technical tooling, or similar builder role
• Hands-on experience designing and building automated workflows using platforms like Make.com, Zapier, or similar
• Comfortable working with APIs — reading documentation, building integrations, and troubleshooting end-to-end
• Strong working experience with LLMs and AI tools, including prompt engineering and integrating AI into production workflows
• Able to read and communicate using process flow diagrams and tools like Figma to plan and align on solutions before building
• A structured problem-solver who asks the right questions, tests thoroughly, and communicates clearly about what was built and why
• Comfortable working across multiple teams and translating operational needs into technical solutions

Nice to Have

• Experience with data and analytics platforms (Snowflake, Omni, or similar)
• Familiarity with Zendesk, Intercom, or comparable support platforms — admin experience 
• Ability to write scripts and queries to manipulate data, automate logic, and connect systems (Python and/or SQL)