Support Operations Analyst

Support Operations Analyst

About Chargebee:

Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform.

Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.

Chargebee has raised over $230 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we're on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.

Our Engineering team builds high-quality and innovative software to enable our customers to grow their revenues powered by the state-of-the-art subscription management platform.

Role Overview:

We are looking for a Support Operations Analyst to streamline and scale our product support function in a fast-paced SaaS environment. This role is ideal for someone who thrives on building processes, leveraging data for operational insights, and driving efficiency through tool and workflow optimization.

As a key member of the Product Support team, you will manage support operations, collaborate with cross-functional stakeholders, ensure data integrity for decision-making, and drive automation initiatives. You'll also play a critical role in tool evaluation and procurement alignment to support business needs while optimizing cost and usage.

What You'll Do:

Product Support – Operations Management

• Define, document, and enhance support operations processes.
• Maintain up-to-date Statements of Work (SOWs) and Rules of Engagement (ROEs) with partner teams.
• Prepare and manage operational reports - Weekly, Monthly, and QBR (Quarterly Business Review).
• Provide insights from support tickets to drive continuous improvement.
• Act as a business analyst—scoping data-driven initiatives and partnering with internal teams for execution.
• Assist with capacity planning and resource allocation for the support team.
• Administer support tools and manage associated workflows to ensure optimal performance.
• Identify and lead automation opportunities to improve efficiency and reduce manual efforts.
• Partner with cross-functional stakeholders to gather and translate data needs into actionable plans.

Tools & Procurement Management

• Monitor and analyze tool usage to ensure value and performance.
• Evaluate and process new tool requests based on alignment with the existing tech stack.
• Engage with the procurement team & vendors on the RFP process
• Collaborate with procurement teams to assess needs and execute purchases efficiently.
• Explore opportunities for cost optimization through automation or tool consolidation.

What You Bring:

Qualifications:

• 2+ years of experience in SaaS, cloud - working in a technical support function.
• Intense multitasking and organizational skills.
• Effective communicator with cross-functional collaboration experience.
• Analytical thinker with a keen eye for patterns, trends, and actionable insights.
• High attention to detail and data accuracy.

Technical Skills:

• Proficiency in MS Office (excel & powerpoint) & Google suites (sheets, docs & slides)
• Working knowledge of SQL for data querying.
• Experience in Tableau for data visualization and analysis.

Nice to Have:

• Familiarity with tools like Freshdesk and JIRA (admin/workflow management).
• Exposure to automation platforms like Zapier, Workato, or Mulesoft.
• Prior experience building Tableau dashboards
• Knowledge of Python

Join Us

If you thrive in a dynamic startup environment and are excited about delivering high-impact technical programs that shape the future of our platform and product offerings, we invite you to join Chargebee. This role offers the opportunity to work on cutting-edge initiatives, build customer-centric solutions, and contribute to the growth of a world-class SaaS organization.

What makes us who we are:

• We are Globally Local: With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.
• We value Curiosity: We believe the next great idea might just be around the corner. Perhaps it's that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, figure out answers to them, and foster a continuous learning environment.
• Customer Customer Customer: Everything we do is driven towards enabling our customers' growth. This means no matter what you do, you will always be adding real value to a real business problem. It's a lot of responsibility, but also a lot of fun.

If you resonate with Chargebee, have a monstrous appetite for curiosity, and an insatiable urge to learn and build new things, we're waiting for you

We value people from all backgrounds and are dedicated to hiring and employing a diverse and inclusive workplace.

Come be a part of the Chargebee tribe