Support Operations Analyst

Position Overview
We are seeking a data-driven Support Operations Analyst to join our growing SaaS company.
This role serves as the analytical backbone of our technical support organization, focusing on process optimization, performance monitoring, and strategic insights rather than direct customer support. As the primary owner of incident and escalation management, you will coordinate complex customer issues from initial escalation through resolution while transforming support data into actionable intelligence that drives operational excellence and enhances customer satisfaction.

Timezone - EST timing

Key Responsibilities

Data Analysis & Reporting
● Design, build, and maintain comprehensive dashboards and reports using PowerBI and ZenDesk Explore to track support team performance, customer satisfaction metrics, and operational KPIs
● Define, capture, and trend key performance indicators (KPIs) to measure support effectiveness and customer experience
● Combine multiple datasets from various sources to create holistic views of support operations
● Identify trends, patterns, and anomalies in support ticket data to proactively address potential issues
● Develop custom reporting solutions for Support and Product teams to facilitate data-driven decision making.

Performance Monitoring & SLA Management
● Monitor support ticket trends and team performance metrics to ensure SLA compliance 
● Provide oversight and analysis of support queue health, response times, and resolution rates
● Create early warning systems for potential SLA breaches and resource bottlenecks
● Generate regular performance reports for leadership and stakeholders 
Escalation & Incident Management
● Manage customer escalations and critical incidents from initial contact through resolution, including customer facing communications
● Coordinate cross-functional response efforts for complex technical issues 
● Maintain detailed documentation of escalation processes and incident post-mortems
● Develop and refine escalation workflows to improve response times and customer outcomes

Process Improvement
● Analyze support processes to identify inefficiencies and optimization opportunities
● Collaborate with Support and Product teams to implement process improvements based on data insights
● Track the impact of process changes and report on improvement initiatives
● Draft, publish, and maintain operational runbooks for known issues to expedite resolution and ensure consistent handling
● Contribute to knowledge base development and support team training materials

Required Qualifications
Technical Skills
● PowerBI expertise: Advanced proficiency in creating dashboards, reports, and data visualizations
● Data analysis: Strong analytical skills with experience combining datasets from multiple sources
● Excel/Spreadsheet mastery: Advanced formulas, pivot tables, and data manipulation
● SQL knowledge: Ability to query databases and extract relevant data (preferred)

Professional Experience
● 2-4 years of experience in operations, data analysis, or customer support roles
● Experience working within SaaS companies or technical support environments
● Proven track record of using data to drive process improvements
● Experience with incident management and escalation processes

Core Competencies
● Analytical mindset: Natural ability to identify patterns and draw insights from complex data
● Problem-solving: Strong troubleshooting skills and systematic approach to issue resolution
● Communication: Excellent written and verbal communication skills for cross-functional collaboration. Comfortable working with multiple cross functional teams and leadership to solve problems and improve processes.
● Project management: Ability to manage multiple priorities and drive initiatives to completion
● Customer focus: Understanding of customer experience and satisfaction metrics

Preferred Qualifications
● Extensive experience with data analysis & reporting platforms; PowerBI currently used
● Background in technical support, incident management, and/or customer success operations
● Knowledge of ITIL or other service management frameworks
● Familiarity with support ticketing systems (Zendesk, Salesforce Service Cloud, etc.)
● Working experience using APIs and data integration concepts/tools
What You'll Accomplish
● Reduce average support response times by identifying and eliminating process bottlenecks
● Improve customer satisfaction scores through data-driven insights and proactive issue identification
● Enable support team efficiency gains through automated reporting and performance monitoring
● Establish the company as a leader in customer support excellence through operational
improvements

Why Join Us
● Impact the customer experience for thousands of users through your analytical insights
● Work with cutting-edge BI tools and technologies in a data-rich environment
● Collaborate with cross-functional teams including Product, Engineering, and Customer Success
● Shape the future of our support operations in a rapidly growing SaaS company Reporting Structure.

This position reports to the Manager of Operations and Support and works closely with Support
Team Leads, Product Management, Customer Success, and Engineering teams.

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