Support Systems & Routing Specialist (AI)

Company

Scale AI develops reliable AI systems, high-quality training data, and full-stack technologies for AI applications used by enterprises, governments, and leading technology organizations.

What you will do

• Own end-to-end Zendesk configuration, including forms, fields, macros, triggers, automations, SLAs, and views.
• Design and maintain routing logic for accurate ticket distribution across skills, queues, and teams.
• Build and manage agent skills frameworks covering skills, tiers, certifications, and queue structures.
• Monitor queue health, load balancing, and ticket assignment accuracy.
• Configure integrations, troubleshoot system issues, and partner with Engineering or vendors when needed.
• Collaborate with Support Ops, Trust & Safety, TPMs, Product, and other stakeholders to improve workflows, documentation, training, and system usage.

Requirements

• Experience administering Zendesk or similar support CRM systems.
• Experience designing routing logic or managing skills-based systems in high-volume environments.
• Strong systems-thinking, analytical ability, and attention to detail.
• Experience managing complex system configurations end-to-end.
• Ability to work cross-functionally with technical and non-technical stakeholders.
• Familiarity with SQL or data analysis for routing optimization.

Nice to have

• Experience with operational data, Google Sheets, dashboards, or reporting tools.
• Basic scripting knowledge in Python or JavaScript.
• Experience scaling support systems in fast-growing environments.

Culture & Benefits

• Work in a detail-oriented, systems-driven operations team.
• Contribute to infrastructure that directly affects operational efficiency and contributor experience.
• Inclusive and equal opportunity workplace.
• Reasonable accommodations are available during the application and recruiting process.

Hiring process

• Candidates may be reconsidered for the same role after a 90-day waiting period.