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Prolific Logo Prolific · IT - Administration

Support Operations Partner

United Kingdom · Job Posted February 01, 2026
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Job Description

As Support Operations Partner, you'll improve the efficiency and scalability of our Support and GTM function through intelligent and efficient tooling, automation, and AI. You'll build and maintain the systems that help customers get faster resolutions and give our customer-facing team what they need to deliver excellent service. Working cross-functionally across Support, Human Data, Engineering, Product, and GTM teams, you'll implement automated workflows, optimise processes, and develop self-service strategies.

Job Responsibility

  • Manage day-to-day operations and optimisation of Support and GTM tooling, ensuring systems remain effective as requirements evolve
  • Contribute to the evaluation and rollout of new tools and platforms to enhance the Support team’s capabilities
  • Design, build, and maintain automations that reduce manual effort and drive operational efficiency
  • Identify and implement solutions that enable customer self-service and reduce support ticket volume
  • Deploy and refine AI-driven support tools, ensuring accuracy and effectiveness
  • Troubleshoot tooling or automation issues, acting as the first point of contact for questions from customer-facing teams
  • Conduct regular analysis to identify trends, improvement opportunities, and operational insights, proactively surfacing customer insights with key business units
  • Track and analyse tool usage and workflow performance to spot areas for improvement
  • Maintain clear documentation of workflows, automations, and tooling configurations, ensuring teams are fully trained on the entire GTM toolstack
  • Work with Engineering or Product when more complex changes or integrations are needed

Requirements

  • Strong working knowledge of Intercom and Hubspot is essential: you should be able to build workflows, troubleshoot issues and configure automations from the outset
  • Demonstrated experience in support operations, technical support, or similar roles with responsibility for building and maintaining operational systems
  • Experience with knowledge base platforms and automation tools such as Zapier or Retool
  • Exposure to AI-driven support solutions (chatbots, automated responses, intelligent ticket routing) or demonstrated ability to implement them effectively
  • Strong understanding of workflow automation design and process optimisation
  • Analytical mindset with the ability to interpret support metrics, identify trends, and develop actionable improvements

Nice to have

Experience with Reforge is desirable

What we offer

competitive salary, benefits, and remote working within our impactful, mission-driven culture

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