Senior Support Ops Architect | AI Analytics | Remote

Babylist; United States; Remote; USD 111,220 - 133,422; Full time

Benefits offered by this job

Competitive salary

Company-paid medical, dental, and vision insurance

Remote work stipend

Generous paid parental leave

Career advancement opportunities

Job summary

A leading registry and e-commerce platform for families is seeking a Senior Support Operations Analyst. This role involves being the technical architect for Customer Support, leveraging tools like Zendesk and SQL to enhance user experience. With a focus on driving efficiency and integrating AI solutions, the ideal candidate will draw from extensive experience in customer support operations. You will work collaboratively to optimize support performance and lead change management efforts, ensuring a high-quality service for all users.

Qualifications

• Minimum of 7 years in customer-facing environments.
• Expert-level proficiency in analytics and reporting tools.
• Proven track record in operational process improvement.

Responsibilities

• Build systems and tools for CS efficiency.
• Optimize chatbot performance and data reporting.
• Drive system improvements across the CS tech stack.

Skills

Analytical skills

SQL proficiency

Zendesk experience

Change management

Communication

User-centric mindset

Education

7+ years in Customer Support Operations

Tools

Zendesk

Tableau

Sigma

PowerBI

Job description

A leading registry and e-commerce platform for families is seeking a Senior Support Operations Analyst. This role involves being the technical architect for Customer Support, leveraging tools like Zendesk and SQL to enhance user experience. With a focus on driving efficiency and integrating AI solutions, the ideal candidate will draw from extensive experience in customer support operations. You will work collaboratively to optimize support performance and lead change management efforts, ensuring a high-quality service for all users.