Customer Operations Analyst

Greenlight

Senior Software Engineer for web registration team at fintech focused on developing functionalities to support families in financial education. Collaborate in designing and implementing core registration services.

Posted 4/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $142,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Build and maintain contact forecasts across channels, incorporating seasonality, growth trends, product launches, and marketing initiatives
Translate forecasts into staffing and capacity plans across in-house and BPO teams
Monitor forecast accuracy and adjust assumptions based on performance and new data
Analyze customer support data to identify trends, drivers of volume, and opportunities for efficiency
Build and maintain models (Excel/Google Sheets, SQL, etc.) to support forecasting and operational decision-making
Deliver clear, actionable insights to leadership, highlighting risks, tradeoffs, and recommendations
Support initiatives to improve operational efficiency, including channel strategy, automation (AI), and process improvements
Partner with Product, Marketing, Data, and Operations teams to understand demand drivers and align planning
Establish and support operating cadences (weekly/monthly reviews, forecasting updates, capacity planning discussions)
Identify opportunities to improve agent utilization, reduce cost per contact, and maintain service levels
Support scheduling and real-time operations as needed, with a focus on improving systems rather than owning execution long-term
Collaborate with BPO partners to align on staffing plans and performance expectations
Simplify and improve existing processes to increase transparency and scalability
Identify opportunities for automation as tools and systems evolve
Help shape how customer operations planning evolves over time
Assess current tools and processes, identify opportunities for improvement, and partner cross-functionally to implement new solutions
Support and lead the rollout of new tools (e.g., WFM, reporting, or analytics platforms) to improve visibility and scalability

Requirements

What you’ll need

3–6 years of experience in operations, analytics, customer support, or workforce management
Strong analytical skills (Excel/Google Sheets required; SQL or similar tools a plus)
Experience working with data to build forecasts, models, or operational insights
Understanding of customer support operations and key metrics (volume, AHT, service levels, etc.)
Ability to translate data into clear, actionable recommendations
Strong communication and stakeholder management skills
Comfort working in ambiguous, fast-paced environments
Interest in growing into broader areas such as operations strategy, analytics, or program management

Benefits

Comp & perks

Medical, dental, vision, and HSA match
Paid life insurance, AD&D, and disability benefits
Traditional 401k with company match
Unlimited PTO
Paid company holidays and pop-up bonus holidays
Professional development stipends
Mental health resources
1:1 financial planners
Fertility healthcare
100% paid parental and caregiving leave, plus cleaning service and meals during your leave
Flexible WFH, both remote and in-office opportunities
Fully stocked kitchen, catered lunches, and occasional in-office happy hours
Employee resource groups

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

forecastingcapacity planningdata analysismodel buildingautomationoperational efficiencycustomer support metricsstakeholder managementprocess improvementanalytical skills

Soft Skills

communicationcollaborationproblem-solvingadaptabilityleadershipcritical thinkingorganizational skillsinterpersonal skillsstrategic thinkinginitiative