Support Operations & AI Analyst

Reapit; Australia; A distancia; AUD 90.000 - 130.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Analytical thinking

Data analysis

Problem solving

Customer operations

SaaS

Herramientas

Salesforce

Dashboards

Descripción del empleo

Could you be our next Support Ops & AI Analyst?

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation's leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

What you’ll be doing

Reporting to the Service Quality Manager, the Support Operations & AI Specialist is an individual contributor responsible for improving the effectiveness, efficiency and scalability of the Support function through data, operational insight and the optimisation of AI-enabled support tools.

Initially, the role will combine Support Operations responsibilities with the developing ownership of AI capability within Support. As the organisation’s use of AI grows, the role is expected to evolve towards greater ownership of AI agent performance, optimisation and operational governance.

The role will work closely with Support Managers and Service Quality to ensure leaders have reliable information to make decisions, resources are aligned with customer demand, and AI tools are delivering accurate and effective customer outcomes.

Own the 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.

Who we're looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

This role does not require someone who is already an experienced AI Operations professional. It is designed for someone with strong potential, analytical capability and operational understanding who can develop into deeper AI ownership as the organisation’s capability matures.

Experience working within a customer support, customer operations or SaaS environment.

A strong understanding of how a Support operation works and the factors that influence customer and employee performance.

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.

Confidence working with reporting platforms, dashboards and operational data.

The ability to work independently and take ownership of problems through to resolution.

Strong attention to detail, particularly when working with data and AI-generated customer outcomes.

The ability to work collaboratively with operational managers, Service Quality, subject-matter experts and other stakeholders.

Good written and verbal communication skills, including the ability to explain technical or analytical information clearly to non-technical audiences.

A willingness to continuously learn as AI tools, capabilities and operating practices evolve.

What your impact and success looks like

As a Support Operations & AI Analyst we expect your success and impact in the early stages of your career with us to look something like this:

Within 3 months

Understand the Support operating model, existing reporting and AI tools, and establish strong working relationships with Support Managers and Service Quality.

Improve visibility and consistency of key Support performance data.

Establish baseline measures for AI performance and identify the first optimisation opportunities.

Within 6 months

Deliver reliable Salesforce reporting and capacity insight that managers use to make day-to-day decisions.

Take increasing ownership of AI monitoring and optimisation, with a repeatable process for addressing performance issues and knowledge gaps.

Demonstrate measurable improvements in operational efficiency, reporting quality or AI-supported customer outcomes.

Within 12 months

Become the recognised operational owner for AI capability within Support.

Use AI, demand and performance data to help shape workforce, service and automation decisions.

Help to establish a clear roadmap for further AI adoption and the evolution of the capability as its importance grows.

Don't tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.

"We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant."