Customer Operations Analyst
Customer Operations Analyst
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Job Description
Position Overview
The Customer Operations Analyst supports the customer operations team by analyzing processes identifying areas for service improvement and ensuring efficient and effective customer support delivery. This role involves data analysis reporting process optimization and cross-functional collaboration to enhance the overall customer experience. The ideal candidate is detail-oriented analytical and committed to delivering high-quality service.
Key Responsibilities
Analyze customer service data to identify trends root causes and opportunities for process improvement.
Develop and maintain dashboards and performance reports to monitor key metrics (e.g. response time customer satisfaction ticket resolution rates).
Collaborate with customer support agents management and other stakeholders to implement solutions and best practices.
Conduct regular audits of customer interactions to ensure compliance with company standards and policies.
Recommend process enhancements to streamline operations and improve efficiency.
Address complex customer inquiries and escalate unresolved issues as appropriate.
Prepare and present analytical findings and recommendations to management.
Support the training and onboarding of new customer operations staff.
Stay informed on industry trends new technologies and best practices in customer operations.
Qualifications
Bachelors degree in Business Administration Operations Management Statistics or related field (or equivalent experience).
2 years of experience in customer service operations analysis or a related role.
Strong analytical organizational and problem-solving skills.
Proficiency with data analysis tools and CRM software (e.g. Salesforce Zendesk Excel Tableau).
Excellent verbal and written communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Attention to detail and commitment to delivering high-quality service.
Hourly Pay Rate
$35.00 $55.00 per hour (Depending on experience qualifications and location)
Benefits
Health dental and vision insurance
401(k) plan with company match
Paid time off (vacation sick leave and holidays)
Flexible work arrangements (remote/hybrid options available)
Professional development and training opportunities
Employee assistance program
Performance-based bonuses
Wellness programs
Equal Opportunity Employer Statement
We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Employment Type
Full Time
