you have a good chance if you check as many of these as possible: 4 years experience Support Operations, Customer Support, Technical Support, Business Operations, or related roles Zendesk admin experience; you know what's possible, not just what's set up You've managed a BPO or outsourced CX team and know how to hold a vendor to account You've owned or managed a QA program — scorecard design, calibration, coaching loops You're comfortable setting communication standards for AI-assisted support tools Systems thinker. You see how routing, macros, SLAs, and quality all connect Data-driven, but you act on it, trends become decisions, not just slides You build processes that make agents feel supported, not surveilled Excellent written and verbal communication skills in English Requirements
