Customer Support Operations Engineer, West

At Webflow, we’re building the world’s leading AI-native Digital Experience Platform, and we’re doing it as a remote-first company built on trust, transparency, and a whole lot of creativity. This work takes grit, because we move fast, without ever sacrificing craft or quality. Our mission is to bring development superpowers to everyone. From entrepreneurs launching their first idea to global enterprises scaling their digital presence, we empower teams to design, launch, and optimize for the web without barriers. We believe the future of the web, and work, is more open, more creative, and more equitable. And we’re here to build it together.

We’re looking for a Customer Support Operations Engineer to join our Customer Support Operations team and power great support by reducing customer effort through smart tools and automation. In this role, you will treat our Customer Support team as your primary customer — designing, building, and improving the tools, workflows, and automations that enable them to deliver world-class support. You’ll also partner closely with cross-functional teams to implement, maintain, and evolve internal systems and workflows.

You’ll assist with technical issues, contribute to operational improvements, and collaborate with senior engineers and stakeholders to increase the efficiency and effectiveness of our Customer Support organization.

This role is well suited for someone who enjoys hands-on technical work, supporting others, and growing their technical and operational skills in a collaborative environment.

Note: This is not a frontline customer support role. This position focuses on building, automating, and improving the systems that enable our Support team to operate effectively at scale.

• Location: Remote-first (United States; BC & ON, Canada)
  • Must be based in Pacific or Mountain Time Zones
• Full-time
• Permanent 
• Exempt
• The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
  
  • United States (all figures cited below are in USD and pertain to workers in the United States)
    • Zone A: $115,000 - $155,500
    • Zone B: $108,000 - $146,000
    • Zone C: $101,500 - $137,500
  • Canada (all figures cited below are in CAD and pertain to workers in BC, Canada)
    • $131,000 - $176,500

This role is also eligible to participate in Webflow's company-wide bonus program. Target amounts are a percentage of base salary and vary by career level. Payouts are based on company performance against established financial and operational goals.

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Application Information:
  • Application deadline: applications accepted on an ongoing basis until position is closed and filled
  • This posting is for a net new position
• Reporting to the Senior Manager, Global Customer Support Operations

As a Customer Support Operations Engineer, you’ll … 

• Scope and implement new tools, processes, and procedures 
• Build and maintain operational tooling such as:
  • Zendesk automations, triggers, routing logic, and API workflows
  • Internal diagnostic tools (JavaScript / Node / Python-based)
  • AI-assisted ticket triage and deflection systems
  • Internal dashboards and SLA monitoring systems
  • Scripts that integrate with Zendesk, Webflow APIs, or third-party services
• Build and maintain tools that help improve efficiency of CST, e.g. inclusion of AI into Zendesk, plugins that diagnose site issues, etc.
• Analyze data from customers and Customer Support to provide better service 
• Work cross-functionally to ensure success of our business partners 
• Collaborate on policies and procedures for Customer Support 
• Identify efficiency and productivity improvements for the team and the department

Requirements:

• 4+ years improving or operating support systems (not just responding to tickets)
• Hands-on experience configuring or extending support platforms (Zendesk, JSM, Salesforce, etc.)
• Experience building scripts or lightweight internal tools (JavaScript, Python, etc.)
• Experience working with APIs and relational databases

Nice to Have:

• Experience integrating AI into support workflows
• Experience building internal dashboards (SQL / BI)
• Experience with React, Next.js, or similar frameworks

You’ll thrive as a Customer Support Operations Engineer if you:

• Can follow technical requirements and contribute to clear, documented specifications
• Bring strong communication skills and are comfortable working with a distributed team
• Have excellent problem solving, troubleshooting and computing skills
• Have the ability to quickly scope, implement, and improve new tools and processes
• Are passionate about supporting customers and internal teams to deliver great customer experiences
• Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact

• Build lasting customer trust. We build trust by taking action that puts customer trust first.
• Win together. We play to win, and we win as one team. Success at Webflow isn't a solo act.
• Reinvent ourselves. We don't just improve what exists, we imagine what's possible.
• Deliver with speed, quality, and craft. We move fast because the moment demands it, and we do so without lowering the bar.

• Ownership in what you help build. Every permanent Webflower receives equity (RSUs) in our growing, privately held company.
• Health coverage that actually covers you. Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with Webflow covering most premiums.
• Support for every stage of family life. 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents. Plus inclusive care for family planning, menopause, and midlife transitions.
• Time off that’s actually off. Flexible vacation, paid holidays, and a sabbatical program to help you recharge and come back inspired.
• Wellness for the whole you. Access to mental health resources, therapy and coaching.
• Invest in your future. A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally. 
• Monthly stipends that flex with your life. Localized support for work and wellness expenses — from Wi-Fi to workouts.
• Bonus for building together. All full-time, permanent, non-commission employees are eligible for our annual WIN bonus program.

Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment.

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.