Amplitude Inc.

Compensation

Full Description

As a Support Operations Assistant, you'll play a key role in keeping our global customer support team running smoothly and efficiently. This is an excellent entry-to-mid level opportunity to gain hands-on experience in customer support operations within a fast-growing SaaS company. You'll support our Technical Support Specialists and Operations team by handling administrative tasks, process improvements, data analysis, and enablement activities — helping us scale support as Amplitude continues to grow. This is a fully remote position, reporting to the Support Operations Manager or Customer Support leadership. Key Responsibilities • Assist with ticket queue management in Zendesk: categorize, tag, and route incoming support tickets to ensure quick and accurate handling • Monitor and report on key support metrics (response time, resolution time, CSAT, ticket volume trends) using dashboards and spreadsheets • Help maintain and update our internal knowledge base and customer-facing help center articles • Support onboarding and training coordination for new support team members (scheduling sessions, preparing materials, tracking progress) • Assist in process documentation, workflow optimization, and small-scale automation projects • Handle administrative tasks such as user access requests, license management, escalations tracking, and monthly reporting • Collaborate with cross-functional teams (Customer Success, Product, Engineering) to resolve complex issues or gather information for support cases • Contribute to continuous improvement initiatives to make our support organization more efficient and customer-centric Requirements • 1–3 years of experience in customer support, operations, administrative support, or a related role (SaaS/tech environment preferred) • Strong organizational skills and attention to detail — you thrive in structured yet fast-paced environments • Excellent written and verbal communication skills (professional, clear, and empathetic) • Comfortable working with support tools like Zendesk (or similar ticketing systems), Google Workspace, Slack, and basic data tools (Google Sheets/Excel) • Basic understanding of customer support metrics and KPIs • Ability to manage multiple priorities and meet deadlines in a remote setting • Proactive mindset with a willingness to learn and contribute ideas • Fluency in English required; additional languages a plus Nice-to-Haves • Experience with product analytics tools (Amplitude, Mixpanel, Google Analytics, etc.) • Familiarity with help center platforms (e.g. Zendesk Guide, Intercom, Notion) • Previous exposure to remote/global team collaboration What We Offer • Competitive salary + equity in a high-growth public company • Flexible remote work environment with async-friendly culture • Comprehensive health, dental, and vision benefits • Generous PTO, paid holidays, and parental leave • Home office setup stipend and ongoing learning & development budget • Access to mental health resources and wellness programs • Opportunity to work with cutting-edge product analytics technology and a talented, collaborative team.