Senior Support Operations Analyst

📋 Description

• • As a Senior Support Operations Analyst at Babylist, you will be the pivotal technical architect responsible for shaping and scaling our Customer Support infrastructure. Your role is critical in building the sophisticated systems, generating insightful analytics, and implementing AI-powered tools that enable our Customer Support organization to grow efficiently while maintaining the highest standards of quality and customer satisfaction.
• • You will own the entire customer support technology stack, from initial configuration to ongoing optimization. This includes meticulously configuring Zendesk automation to streamline workflows, enhancing the performance of our AI-powered chatbots to provide seamless self-service options, and developing robust SQL-based dashboards using tools like Sigma or Tableau to offer real-time visibility into key performance indicators.
• • A core responsibility will be to create comprehensive reporting frameworks that empower CS leadership with the data-driven insights necessary to make informed strategic decisions. You will proactively identify operational bottlenecks within our support processes and systems, collaborating closely with engineering and product teams to address root causes and implement lasting solutions.
• • Furthermore, you will spearhead the change management process for the adoption of new tools and workflows, ensuring smooth transitions and maximum utilization across the support team. This requires a blend of deep technical expertise and strategic foresight; you must be adept at writing complex SQL queries, independently building sophisticated dashboards, and troubleshooting intricate system integrations.
• • Crucially, you will possess the strategic acumen to discern when automation is most effective versus when human interaction is paramount for delivering exceptional customer experiences. You will act as the essential bridge between our technical teams and operational units, equipping CS managers and offshore teams with self-service analytics capabilities that foster independence and efficiency.
• • This role is ideal for individuals who have thrived in fast-paced, high-growth startup environments, particularly those with experience building reporting infrastructure from the ground up and successfully implementing AI chatbot solutions that deliver tangible results.
• • You will be instrumental in ensuring high-accuracy visibility into support performance through the development and maintenance of scalable tools, such as advanced dashboards and internal reporting systems. Your work will directly contribute to the efficiency and effectiveness of our support operations.
• • A key aspect of your role will involve identifying opportunities for system improvements across the entire CS Tech stack, including Zendesk, our chatbot platforms, and our telephony systems. You will collaborate closely with engineering, product, supply chain, and offshore support teams to pinpoint the root causes of customer frustration and implement effective, data-backed solutions.
• • You will partner with CS leadership to analyze trends and identify key issues within our reporting frameworks, taking an active role in their resolution. Supporting regular reporting cadences (weekly, monthly, quarterly) with concise, actionable summaries will be vital for guiding cross-functional decision-making.
• • Surfacing actionable insights from data will be a continuous effort, supporting empathetic, user-centered decision-making. You will analyze trends across various support channels and issue types, driving data-driven improvements to our overall support model.
• • You will drive the adoption of AI-enabled workflows designed to reduce average handle time and significantly enhance the overall quality of support provided to our customers.
• • You will maintain ownership of our CS tools and vendor relationships, ensuring that our technology stack remains modern, AI-enabled, and capable of supporting rapid scale, agent effectiveness, and automation. This includes optimizing for quality, usability, and overall value.
• • Identifying inefficiencies within current processes and recommending innovative solutions that improve agent effectiveness and reduce user friction will be a constant endeavor.
• • Leading structured change management processes for customer support tools and workflows will be essential, ensuring comprehensive readiness across agents, leadership, and underlying systems.
• • You will collaborate with Strategic Sourcing and Technology partners to rigorously evaluate new tools and optimize our existing support stack for maximum impact and efficiency.
• • Your deep user-centric mindset, grounded in empathy, clarity, and a commitment to continuous improvement, will be the driving force behind your contributions.