Senior Customer Success Operations Analyst

Qualia

full-time

Posted on: 9/8/2025

Origin: • 🇺🇸 United States

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Senior

About the role

Drive operational excellence across the customer success organization; partner with Support and Managed Services teams to optimize processes, workflows, and performance
Own the technical architecture and strategic development of Zendesk deployment across multi-brand architecture
Build and maintain complex Zendesk workflows, integrations, triggers, automations, macros, custom fields, and forms
Research, test, and deploy new CS and AI solutions; pilot emerging AI technologies and build proof-of-concepts
Analyze support volume trends and customer signals to identify reduction opportunities via automation and process optimization
Continuously refine Zendesk and ancillary systems to improve agent productivity and customer experience
Build sophisticated reporting dashboards and performance metrics to provide actionable management insights
Serve as a proactive partner and leader to Customer Success, RevOps, and CS Operations teams

Deep, hands-on experience with Zendesk administration, including advanced configuration of triggers, automations, workflows, custom fields, and reporting
A minimum of 3 years of progressively increasing responsibility in Customer Support Operations, Customer Success Operations, or Business Operations, with demonstrated experience in platform administration and process optimization
Experience experimenting with AI tools, implementing automation solutions, and building proof-of-concepts
Spreadsheet power user and ability to create data visualizations and leverage AI tools for advanced analysis
Comfortable learning new technologies quickly and scoping technical requirements across systems
Strong problem-solving mindset and ability to evaluate tradeoffs for platform changes
Project management expertise: scope complex projects, break into tasks, and execute against a work plan
An owner’s mentality and a drive to execute with urgency
Technical aptitude for integrations, workforce management, and telephony systems
Preferred: Zendesk Administrator certification or equivalent demonstrated expertise
Preferred: Experience with AI/ML tools, automation platforms, or chatbot implementation
Preferred: Background in data analysis and visualization tools beyond Excel
Preferred: Experience with workflow automation, system integration, and business process optimization
Preferred: Familiarity with Salesforce administration and integration capabilities