Customer Operations Analyst

Orderly; Derby; Remote; GBP 26,000 - 30,000; Full time

Job summary

Join a forward-thinking company as a Customer Operations Analyst, where you will enhance customer experiences in a dynamic SaaS environment. This role involves owning customer queries, troubleshooting technical issues, and collaborating with various teams to improve support processes. You'll be empowered to identify trends and suggest improvements, all while working remotely in a flexible environment. If you're passionate about technology and customer success, this is an exciting opportunity to grow your career while making a significant impact.

Qualifications

• Experience in 1st/2nd line support or consulting, ideally in a SaaS environment.
• Strong technical troubleshooting skills and excellent customer service abilities.

Responsibilities

• Own and resolve customer issues, collaborating with development teams as needed.
• Monitor SLAs and KPIs, ensuring timely resolution of queries.

Skills

Technical troubleshooting

Customer service

Analytical skills

Time management

Problem-solving mindset

Communication skills

Self-motivation

Education

Experience in 1st/2nd line support

Experience in SaaS or technology-driven business

Job description

We are looking for a Customer Operations Analyst to join our Service Delivery team. Reporting to the Head of Service Delivery, this role is ideal for someone with 1st/2nd line consulting or shared services experience who wants to develop their expertise in a SaaS environment. You’ll be responsible for owning customer queries end-to-end, troubleshooting technical issues, and improving internal support processes in a demanding, fast paced-environment. Working closely with our development, product, and customer success teams, you'll play a key role in delivering a world-class customer experience.

What You’ll Do:

• Own and resolve customer issues logged via our support desk, troubleshooting independently or collaborating with development teams to find solutions.

• Triage and manage support tickets , ensuring all relevant details are captured, correct priorities are assigned, and updates are communicated effectively.

• Monitor and maintain SLAs and KPIs , ensuring timely resolution of queries while delivering exceptional customer service.

• Identify trends in customer issues , proactively suggesting process improvements to reduce recurring problems.

• Communicate technical issues clearly to both customers and internal stakeholders, translating complex information into non-technical terms where necessary.

• Work closely with the development, product, and quality assurance teams , feeding back customer insights to improve our platform.

• Assist with onboarding and training for new customers, ensuring they get the most value from our platform.

• Contribute to support process improvements , including automation, documentation, and knowledge base development.

• Provide out-of-hours support as part of a rota (where required).

What We’re Looking For:

• Experience in a 1st/2nd line support, consulting, or shared services role , ideally within a SaaS or technology-driven business.

• Strong technical troubleshooting skills and a proactive, problem-solving mindset.

• Excellent customer service skills – able to communicate professionally, empathetically, and with a customer-first approach.

• Ability to interpret technical information and explain it clearly to both technical and non-technical audiences.

• High levels of personal integrity and resilience , with a strong sense of ownership and accountability.

• Strong analytical skills , with the ability to identify patterns in customer issues and provide actionable insights.

• Good time management and prioritisation skills , able to balance multiple tasks efficiently.

• Interest in SaaS, technology, and continuous learning – willingness to expand your knowledge of our platform and industry.

• Self-motivated and proactive – comfortable working remotely and managing your own workload.

Location & Work Environment:

Our hub is in Derby , but the role is fully remote and flexible (based within the UK) . You’ll be part of a collaborative, supportive team with opportunities for growth and development in a fast-moving SaaS business.

If you’re excited about working with cutting-edge supply chain technology in a role that blends technical problem-solving with customer success , we’d love to hear from you!

Salary bracket: £26,000-£30,000

Location: UK based

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.