AI-Powered Support Operations Analyst

Reapit; Australia; Remote; AUD 90,000 - 130,000; Full time

Job summary

Reapit is seeking a Support Operations & AI Analyst to enhance the effectiveness and scalability of our Support function through data-driven insight and AI-enabled tooling. You will initially blend Support Operations with AI ownership and grow to oversee AI agent performance and governance.

You will work with Support Managers and Service Quality to provide reliable information for decision-making, align resources with demand, and ensure AI tools deliver accurate customer outcomes.

Qualifications

• Experience working within a customer support, customer operations or SaaS environment.
• Strong analytical capability and the ability to interpret operational data into useful insight.
• Curiosity about technology, automation and AI.
• Strong problem-solving skills and the ability to investigate why something is or isn’t working.
• Confidence with reporting platforms, dashboards and operational data.

Responsibilities

• Own day-to-day monitoring and optimisation of AI tools in Support.
• Ensure AI responses and workflows stay accurate during incidents and changes.
• Own Support reporting in Salesforce for managers; provide reliable data.
• Develop dashboards to improve visibility of service levels, customer experience and AI performance.
• Analyse support demand and capacity to align resources with demand.
• Identify opportunities to automate processes and improve operational efficiency.
• Collaborate with Support Managers and subject-matter experts to turn insights into improvements.

Skills

Analytical thinking

Data analysis

Problem solving

Customer operations

SaaS

Tools

Salesforce

Dashboards

Job description

Reapit is seeking a Support Operations & AI Analyst to enhance the effectiveness and scalability of our Support function through data-driven insight and AI-enabled tooling. You will initially blend Support Operations with AI ownership and grow to oversee AI agent performance and governance.

You will work with Support Managers and Service Quality to provide reliable information for decision-making, align resources with demand, and ensure AI tools deliver accurate customer outcomes.