Remote Customer Support Ops Analyst — Data-Driven Impact

Tovala; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Healthcare coverage

401(k) with match

Job summary

Tovala is seeking a Support Operations Analyst to optimize our customer support workforce, schedules, and real-time management across email, chat, phone, and other channels. You will work with Zendesk and Assembled to drive data-informed decisions and improve staffing efficiency.

The role emphasizes hands-on WFM, reporting, and cross-functional collaboration with Operations leadership to ensure smooth daily operations in a fast-growing startup.

Qualifications

• Hands-on WFM experience with scheduling and intraday management.
• Detail-oriented, data-driven with strong analytics and reporting skills.
• Comfort working in a fast-growing multi-channel startup with remote collaboration.

Responsibilities

• Analyze historical and real-time performance data to surface trends and improvement opportunities.
• Maintain KPI reporting and weekly scorecards across service levels, occupancy, adherence, and cost per contact.
• Forecast volume, handle times, shrinkage, and staffing; build and publish weekly schedules.
• Monitor queues and balance workload across channels; track occupancy and overtime.

Skills

WFM experience

Data analysis

Communication

Zendesk

Assembled

Slack

Tools

Zendesk

Assembled

Intercom

Medallia Agent Connect

Slack

Job description

Tovala is seeking a Support Operations Analyst to optimize our customer support workforce, schedules, and real-time management across email, chat, phone, and other channels. You will work with Zendesk and Assembled to drive data-informed decisions and improve staffing efficiency.

The role emphasizes hands-on WFM, reporting, and cross-functional collaboration with Operations leadership to ensure smooth daily operations in a fast-growing startup.