Senior Support Operations Analyst

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments Strong analytical skills and operational instincts Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics 3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions 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 for major tool rollouts and workflow changes Familiar with AI support technologies and their practical integration into support systems 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 mindset 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 and optimize chatbot performance Build SQL-based dashboards Create reporting frameworks for CS leadership Identify operational bottlenecks and partner with engineering teams to fix root causes Lead change management for new tool adoption Serve as the bridge between technical teams and operations Enable CS managers and offshore teams with self-service analytics Ensure high accuracy visibility into support performance Drive adoption of AI-enabled workflows Own and evolve self-service content, tools, and AI integrations Maintain ownership of CS-tools and vendor relationships Identify inefficiencies and recommend solutions Lead structured change management processes for customer support tools and workflows Collaborate with Strategic Sourcing and Tech partners to evaluate tools