Lead Business Operations Analyst (m/f/x)

About

In this role you drive scalable, high-impact operational initiatives within the Customer Support organization. You partner with Support leadership and frontline teams to streamline processes, enable knowledge-centered support, and implement automation at scale. You will work with Product, Analytics, Systems, and other functions to execute strategic roadmap initiatives and improve agent efficiency and customer experience. Your work blends data insights with cross-functional collaboration to reduce friction and support growth. You will be at the core of transforming how support operates in a fast-growing software company.

Responsibilities

• Lead and partner on operational programs to standardize processes and tools globally
• Scale programs that improve agent efficiency and supportability of core product offerings
• Drive capabilities like knowledge-centered support to boost self-service and case deflection
• Use advanced analytics to identify bottlenecks, model scenarios, and measure program impact for leadership
• Facilitate kickoff, discovery, requirements, and design sessions to align stakeholders
• Document and maintain operating procedures and enable teams to adopt new processes and systems
• Collaborate with Systems teams to automate manual work across Customer Success tooling

Qualifications

• 6+ years in customer success operations, business operations, or related field in SaaS/tech
• Experience translating strategy into operational programs
• Strong cross-functional collaboration with technical and non-technical teams
• Proven stakeholder management with senior leadership presentation experience
• Process design, program/project management, and meeting facilitation
• Proficiency with Customer Support technology stacks and CRM platforms

Benefits

• relocation support
• stock purchase options
• career development program
• competitive compensation
• global/global team exposure
• inclusive workplace and growth opportunities