Zendesk & CRM architecture
Forms, fields, routing, triggers, automations, Guide, SLAs, views, integrations, and configuration governance.
Support Operations & CRM Systems Architect
I build the systems behind scalable technical support.
I design the Zendesk and CRM workflows, integrations, and reporting that make support more consistent, measurable, and useful to the rest of the business.
With 15+ years across support operations, enterprise escalations, consulting, and SaaS systems work, I connect Support, Client Success, Implementation, Compliance, Product, and Engineering.
15+ yearsSupport and systems experience
3 custom appsBuilt for Zendesk
92% → 98%Average CSAT across Adobe and Tipalti
~22% fasterAverage resolution at Tipalti
Target roles
I’m strongest where Support needs ownership of its systems.
I’m focused on senior individual-contributor and systems-oriented roles: designing the infrastructure, workflows, and measurements that help technical support scale.
- Senior Support Systems Engineer
- Support Operations Systems Lead
- Senior Zendesk Administrator
- CRM Systems Administrator, Support
- Support Infrastructure Engineer
- Business Systems Analyst, Support
- Senior Support Operations Analyst
Systems I own
Hands-on systems work, from intake to insight.
Escalation governance
Severity models, incident reporting, root-cause workflows, Support-to-Engineering handoffs, and recurrence tracking.
Support analytics
CSAT, first reply and resolution times, survey response, backlog health, defect trends, and leadership reporting.
Workflow automation
Structured intake, ticket consolidation, API field mapping, case hygiene, and agent enablement.
Knowledge operations
Zendesk Guide, knowledge capture, Confluence documentation, and self-service strategy.
Cross-functional operations
CRM data and workflows across Support, Client Success, Implementation, and Compliance, with practical links to Product and Engineering.
Selected systems
Examples of systems built to solve real operating problems.
A selection of workflows and tools that made support work clearer, easier to measure, and better connected across teams.
Standardizing escalation severity
A weighted severity model based on customer impact, account tier, users affected, and urgency. Started as a JavaScript calculator and was later built as a configurable, ticket-integrated Zendesk app.
Shared criteria for more consistent prioritization
Improving support operations at Tipalti
Owned CRM data and workflows serving Support, Client Success, Implementation, and Compliance. Redesigned intake, routing, and escalation across Support, Product, and Engineering, and worked on integrations and duplicate-record cleanup.
~22% lower average resolution time · Survey response 7% → 14.8%
Turning email into structured case updates
Used a hidden Zendesk form and a case-linked autoresponder to turn unstructured email updates into information attached to the original ticket.
Consolidating duplicate tickets
Used email matching, API field mapping, and conditional merge logic to create one source of truth per issue.
Making support performance visible
Built reporting for first reply and resolution times, backlog health, and defect patterns, with private individual KPI views rather than a public leaderboard.
Designing SetCollab product operations
Designed intake, triage, escalation, identity verification, and incident-response workflows, plus trust and safety playbooks and product requirements across Product, UX, Compliance, and Operations.
Support systems toolkit
Reusable tools and examples
Help Center Banner app
A Zendesk app for publishing notices to the Help Center without editing the theme. Each banner has a type, priority, target pages, an optional link, and start and end dates, with a live preview before it is saved.
Field Descriptions app
A Zendesk app that sets the help text shown under the Subject and Description fields for each brand and ticket form, so every request form asks for what the team needs. Includes a preview and a copy to another form option.
Support Staffing Calculator
Two staffing models in one workbook. Live channels (phone and chat) are staffed with the Erlang C formula against a service level target. Tickets and email are staffed by workload over productive time, including the agents needed to clear a backlog.
Support Ops Business Case Calculator
Turns handle time, deflection, and retention improvements into annual benefit, payback period, three year return, and the cost of inaction. That framing is informed by Brad Cleveland’s work on customer experience leadership. The structure and formulas are my own.
Escalation playbook
Severity guidance, escalation steps, evidence gathering, and Engineering handoff.
Incident and RCA template
A structured incident summary, timeline, customer impact, ownership, and next steps.
Balanced measurement framework
Pairs operational metrics with customer feedback and frontline signals.
Support dashboard example
An anonymized illustrative dashboard covering backlog, resolution trends, CSAT, and SLA attainment.
Architecture walkthrough
Zendesk forms, fields, triggers, views, routing, and integration patterns.
Background
A systems operator with support roots.
I’ve worked in frontline and Tier 3 support, Zendesk consulting, analytics, QA, and product operations. I bring the customer and agent perspective into the systems design.
Jonathan J. Scott
Support Operations & CRM Systems Architect focused on Zendesk administration, integrations, workflow automation, escalation management, analytics, and cross-functional CRM ownership.
Zendesk Support Administrator Expert I · Recertification in progressZendesk Guide & ExploreSalesforce · Jira · ConfluenceREST APIs · JavaScript appsPower BI · Working SQL knowledge
Education
B.A., Project Management, cum laude
University of Arizona Global Campus · September 2026
Major GPA 3.80 · Comprehensive exit exam: 97th percentile nationally
Certifications
Zendesk Support Administrator Expert I (recertification in progress), Zendesk Talk, Zendesk Guide Specialist, Zendesk Explore / Analytics, and Project Management Essentials Certified (PMEC).
Approach
I start with how customers, agents, and partner teams actually work, then build processes that can be adopted, measured, and maintained.
Let’s connect
Hiring for Support Operations or CRM systems ownership?
I’d be glad to discuss how my experience could help your team improve its support systems, workflows, and operating model.