Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Support Operations roles are becoming a core part of modern SaaS, especially as products add AI features and customer expectations shift toward immediate, self-serve resolution. This position sits at that intersection, focusing on the systems and automations that shape how support is delivered at scale. In a product-led SaaS environment, that makes the work materially connected to retention, product quality signals, and the operational layer that keeps customer-facing teams effective.
For a SaaS career, the value is the blend of software engineering fundamentals with business-critical tooling. Building workflow automations, integrating platforms like Zendesk, and using APIs and data to reduce customer effort are skills that translate across SaaS companies, regardless of vertical. The role also creates exposure to cross-functional operating rhythms, where support data becomes input for product decisions and where internal tools are treated as long-lived systems that require documentation, reliability, and iteration.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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’ll support internal teammates and cross-functional partners by implementing, maintaining, and supporting internal tools and workflows. You’ll assist with technical issues, contribute to operational improvements, and collaborate closely with senior engineers and stakeholders to help improve the efficiency and effectiveness of our Customer Support teams.
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.
About the role:
- 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)
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 tools to help provide immediate feedback on customer issues and automate common tasks
- 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
About you:
Requirements:
- 4-7 years of experience working with support or workflow tools such as Zendesk, Webflow, Make, or similar platforms
- Hands-on experience building or supporting web applications using HTML, CSS, and JavaScript
- Familiarity with modern development tools and workflows (e.g., GitHub, APIs, basic databases)
- Experience with frameworks or platforms such as React, Next.js, or Vercel, through professional or personal projects
- Practical experience using AI-assisted development tools (e.g., Cursor, Claude Code, GitHub Copilot) for code generation, debugging, refactoring, and developer productivity improvements
- Experience working with relational databases
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
Our Core Behaviors:
- 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.
Benefits
- 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.
Remote, together
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.
Stay connected
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.
Please note:
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.
