Senior Customer Success Operations Analyst
Qualia
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
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
Requirements
- 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