Senior Operations Analyst

Swoon; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Swoon is seeking a Support Operations Consultant for a high-impact project focused on consolidating and standardizing operational processes across multiple markets. The ideal candidate will have SaaS support operations experience, expertise in process documentation, and the ability to lead international collaboration efforts for effective global support operations.

Qualifications

• 2-3 years of SaaS support operations experience.
• Experience at the leadership or delivery level, not front-line support.
• Background in supporting SaaS products.

Responsibilities

• Finalize and standardize SOP documentation across core markets.
• Collaborate closely with BPO teams and internal stakeholders.
• Join partner and SOP meetings and shadow international teams.

Skills

SaaS support operations

Leadership experience

Process documentation

Cross-functional communication

Tools

Basic admin tools

Job description

Pay Rate : $50-61 / hour (T4) OR $60-68 / hour (Inc)

We're seeking a Support Operations Consultant to help consolidate and standardize operational processes across our Tier 1 markets. If you’ve got experience in SaaS support operations and have led or worked closely with BPO teams, this short-term, high-impact opportunity could be for you.

About the Project :

This role focuses on building a single source of truth for Standard Operating Procedures (SOPs) across Canada, the US, and Australia. You'll be finalizing existing SOPs, partnering with international teams (UK & AUS), and delivering a clear, consistent framework for global support operations.

Top Priorities in the First 90 Days :

• Join partner and SOP meetings, shadow international teams (UK & AUS), and quickly ramp up on in-flight work.
• Finalize and standardize SOP documentation across all core markets.
• Collaborate closely with BPO teams and internal stakeholders to align on process execution.

What You Bring :

• 2–3 years of SaaS support operations experience
• Experience at the leadership or delivery level (not front-line support)
• Background in supporting SaaS products (tech or customer support)
• Proven experience working with or leading BPO / call center teams
• Strong understanding of SOPs (creating, documenting, or implementing)
• Ability to partner with training teams and hold vendors accountable
• Comfort with basic admin tools / software and cross-functional communication