AI-Driven Support Operations Analyst

Reapit; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Reapit is seeking a proactive Support Operations & AI Analyst to optimise AI-enabled support tools and reporting. You will monitor AI performance, ensure accurate knowledge, and collaborate with Support Managers to drive improvements.

The role combines Support Operations with growing ownership of AI capability, shaping how AI supports customer outcomes in a SaaS environment. A strong analytical mindset and curiosity about AI are essential.

Qualifications

• Experience working within a customer support, customer operations or SaaS environment.
• Strong analytical capability and an ability to interpret operational data and turn it into useful insight.
• A natural curiosity about technology, automation and AI.
• Strong problem-solving skills and the ability to investigate why something is or is not working.
• The ability to work independently and take ownership of problems through to resolution.
• Good written and verbal communication skills, including the ability to explain technical or analytical information clearly to non-technical audiences.

Responsibilities

• Own day-to-day monitoring and optimisation of AI tools used within Support, identifying failure points, knowledge gaps and opportunities to improve customer outcomes.
• Ensure AI responses, workflows and supporting knowledge remain accurate, current and adaptable during incidents, outages and product changes.
• Own Support reporting in Salesforce, giving managers consistent, reliable and actionable data on team and service performance.
• Develop dashboards and reporting that improve visibility of service levels, customer experience, productivity, demand and AI performance.
• Analyse support demand and capacity to help ensure resources are deployed in the right places at the right times.
• Identify opportunities to simplify processes, automate manual work and improve operational efficiency.
• Work closely with Support Managers, Service Quality and subject-matter experts to turn insight into practical improvements.
• Help shape how AI capability develops within Support as adoption and maturity increase.

Skills

Analytical capability

Problem-solving skills

Written and verbal communication

Independence / ownership

Attention to detail

Collaboration

Tools

Salesforce

Job description

Reapit is seeking a proactive Support Operations & AI Analyst to optimise AI-enabled support tools and reporting. You will monitor AI performance, ensure accurate knowledge, and collaborate with Support Managers to drive improvements.

The role combines Support Operations with growing ownership of AI capability, shaping how AI supports customer outcomes in a SaaS environment. A strong analytical mindset and curiosity about AI are essential.