Client Experience Operations Specialist (Ñuñoa)

About Toptal Toptal is a integral network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world's largest fully remote workforce. We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold. Job Summary As a member of our Toptal Service Center team, you will work closely with the Director, Client Experience, and the leadership of the Toptal Service Center to ensure we have the data, tools, and workflows needed to operate at our best. You will be responsible for extracting and analyzing data from Tableau, SQL, and Zendesk, creating clear insights and reporting packages for leadership. You will also own and optimize our support systems (Zendesk, Slack, automations), helping to streamline workflows and improve efficiency across the organization. This role is a key enabler of our team's success, providing both the operational backbone and the analytical insights that drive better decisions. Responsibilities Leverage SQL, Zendesk, and Tableau to analyze data and deliver actionable insights and reporting packages for the Customer Support leadership team. Own and optimize Zendesk configuration (queues, triggers, macros, automations) and support tools such as Slack workflows and Zapier integrations to improve efficiency and reduce manual work. Work collaboratively with the team's managers and cross-functional partners (Product, Engineering, and Operations) to ensure systems and workflows align with business needs. Act with a sense of ownership in identifying process gaps, recommending improvements, and implementing scalable solutions. Maintain process documentation and act as a subject matter expert for tools, data extraction, and reporting practices. Support ad-hoc analysis and operational projects, providing leadership with the insights needed for decision-making. Assist with training and onboarding for team members on tools, workflows, and data processes. First-week / First-month / First-three-months / First-six-months / First-year expectations First week : Onboard and integrate into Toptal; become familiar with the platforms and systems; complete customized onboarding to understand the organization and business model. First month : Familiarize yourself with the support materials; learn key stakeholders and how clients can be served by different teams; understand the platform related to clients and common request processes; resolve client issues independently. First three months : Onboard to support tools and workflows; build relationships with Directors and Support Managers; extract data from Tableau, SQL, and Zendesk for reports; document Zendesk setup and Slack workflows. First six months : Be recognized as the go-to person for data extraction, workflow troubleshooting, and Zendesk admin needs; produce reporting packages; implement 2–3 workflow or automation improvements; document processes and tool usage; contribute ideas for enhancements. First year : Operate as the operational backbone of the support organization; proactively surface insights and opportunities; lead small-to-medium projects; establish reliable reporting and automation processes; be a trusted subject matter expert for tools and data. Qualifications and Job Requirements Bachelor's degree is required. 3+ years of experience in operations roles. Intermediate SQL proficiency; comfortable writing queries to extract and transform data. Strong proficiency with G Suite tools, especially for analysis and reporting. Zendesk admin experience (queues, triggers, macros, dashboards) is a strong advantage. Comfortable extracting data from Tableau. Experience with workflow automation tools, such as Zapier and Slack workflows. Collaborative with exceptional interpersonal skills and the ability to build strong relationships. Team-oriented with a focus on continuous improvement. Problem solver who can uncover issues and resolve them quickly and effectively. Time management : able to work independently and manage multiple priorities. Ability to work in a fast-paced, rapidly growing company and handle diverse challenges and deadlines. You should be a world-class individual contributor to thrive at Toptal. Seniority level Associate Employment type Full-time Job function Other Industries Technology, Information and Internet #J-

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