Senior Customer Success Operations Analyst - Remote

Overview

As a Senior Customer Success Operations Analyst at Qualia, you will enhance the Customer Success function for a leading B2B SaaS company, driving operational excellence and leveraging AI-forward solutions to optimize customer support processes.

In Short

• Drive operational excellence across the customer success organization.
• Own technical architecture and strategic development of Zendesk.
• Collaborate with stakeholders to innovate customer service solutions.
• Analyze support data trends to prevent issues from escalating.
• Experiment with emerging AI technologies for customer support.
• Build and maintain complex workflows and reporting structures.
• Serve as a proactive partner and leader in customer success operations.
• Utilize advanced analytics to drive insights and actions.
• Manage multiple projects and prioritize effectively.
• Contribute to a dynamic and engaging workplace culture.

Requirements

• Deep experience with Zendesk administration and configuration.
• Excitement about AI technologies and their implementation.
• Strong analytical skills with a focus on data-driven decision-making.
• Technical aptitude and ability to learn new technologies quickly.
• Proven project management expertise.
• Minimum 3 years of experience in Customer Support or Success Operations.
• Owner's mentality and problem-solving mindset.
• Experience with workflow automation and business process optimization.
• Familiarity with Salesforce administration is a plus.

Benefits

• Comprehensive health plans and 401k program.
• Parental leave and flexible time off policy.
• Professional development opportunities.
• Robust online onboarding program for new hires.
• Internal virtual events to keep employees connected.