Location: Fully remote

Employment type: Freelance

Commitment: Full-Time

At Routescan, we are building a high-performance multi-chain blockchain data platform used by people around the world. Clear, fast, and reliable support is an important part of that experience.

We are looking for a Customer Support Operations Specialist to strengthen our day-to-day customer support operations. This role is for someone who enjoys solving real user issues, bringing structure to high-volume workflows, and continuously improving the systems used to support customers.

You will own the operational flow of support requests, from intake and triage through investigation, resolution, follow-up, and reporting. You will work closely with users, technical teams, and internal stakeholders to ensure issues are handled clearly, efficiently, and with minimal unnecessary engineering involvement.

We are looking for a smart, highly autonomous operator who is comfortable working directly on tickets, owning details, and building scalable support processes from the ground up.

WHAT YOU WILL DO

As our Customer Support Operations Specialist, you’ll own the operational structure and execution of our customer support workflows.

Key responsibilities include:

• Manage the end-to-end lifecycle of customer tickets: 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.
• Drive efficiency improvements through automation, AI-enabled workflows, better self-service resources, and process optimization.