Client Experience Operations Specialist

About Toptal

Toptal is a global 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

Qualifications and Job Requirements

Seniority level

Employment type

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