Senior Support Operations Analyst

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles Strong analytical skills and operational instincts Advanced SQL proficiency 3+ years hands-on experience with Zendesk (or Salesforce Service Cloud) Proven track record implementing and optimizing AI chatbot platforms Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI Experience integrating data across multiple systems and working with APIs Experienced in building and maintaining reporting and performance analysis Proven ability to lead end-to-end change management Familiar with AI support technologies Comfortable managing multiple support systems and vendor relationships Confident communicator able to work across technical and non-technical teams Experienced partnering with offshore and remote support teams across multiple time zones Skilled at working cross-functionally with engineering, product, data, and supply chain teams Deeply user-centric Thrives in dynamic, evolving environments Thrives in fast-growing scale-up environments Comfortable and enthusiastic about working in an AI-forward environment

Own the support tech stack end to end Configure Zendesk automation Optimize chatbot performance Build SQL-based dashboards Create reporting frameworks Identify operational bottlenecks Partner with engineering and product teams Lead change management for new tool adoption Enable CS managers and offshore teams with self-service analytics Drive adoption of AI-enabled workflows Maintain ownership of CS-tools and vendor relationships Identify inefficiencies and recommend solutions Lead structured change management processes