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Team Lead, Clinical Budget Operations
Ledger Run. Daily triage, prioritization, and coordination of customer support tickets within Zendesk .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer support operations within Zendesk, focusing on troubleshooting, ticket prioritization, and cross-functional collaboration to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Zendesk ManagementTroubleshooting SkillsCustomer Support OperationsCross-Functional CollaborationSaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket Workflow ManagementTechnical SupportRoot Cause AnalysisIncident Response WorkflowsOperational Scalability
Soft Skills
Organizational SkillsCommunication SkillsProblem-Solving Skills
Tools & Technologies
ZendeskSaaS PlatformsAPIsIntegrationsSSO
Industry Keywords
Customer SupportService DeliverySupport OperationsAgile Environments
About the role
Key responsibilities & impact- Daily triage, prioritization, and coordination of customer support tickets within Zendesk
- Troubleshoot customer-reported issues and coordinate timely resolution across internal teams
- Ensure tickets are categorized, routed, prioritized, and resolved within SLA expectations
- Monitor ticket queues, backlog, and aging tickets for timely follow-up and resolution
- Communicate with customers regarding issue status, timelines, and resolution progress
- Escalate complex product defects, integration issues, and service-impacting incidents to Product and Engineering
- Identify recurring support issues and recommend operational or product improvements
- Facilitate cross-functional communication during customer-impacting issues
- Participate in root cause analysis and post-incident reviews
- Improve incident response workflows, escalation procedures, and communication processes
- Maintain visibility into customer-impacting bugs, outages, and operational risks
- Improve support efficiency, operational scalability, and customer experience
- Maintain support documentation, workflows, and standard operating procedures
- Support implementation and optimization of support tools, integrations, and operational processes
- Create and maintain internal troubleshooting documentation
- Contribute to customer-facing knowledge base content and self-service resources
- Identify documentation gaps based on recurring customer issues and support trends
- Liaise between Support, Customer Success, Services, Product, and Engineering
- Translate customer pain points and operational challenges into actionable recommendations
- Partner with Product and Engineering to prioritize customer-impacting issues
Requirements
What you’ll need- 3 - 5+ years of experience in SaaS customer support, support operations, technical support, or service delivery
- Hands-on experience managing support operations and ticket workflows within Zendesk or similar support platforms
- Strong troubleshooting and problem-solving skills with the ability to diagnose and coordinate resolution of customer and operational issues
- Experience triaging and prioritizing high-volume support requests in fast-paced environments
- Excellent organizational, communication, and cross-functional collaboration skills
- Familiarity with SaaS platforms, APIs, integrations, SSO, or technical troubleshooting
- Experience working closely with Product and Engineering teams in agile environments
- Must be authorized to work in the United States