Customer Support Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in developing data-driven workforce strategies within Customer Support Operations.

• Manage daily scheduling, real-time workforce oversight, analytics, and reporting tasks.

• Act as a point of escalation for troubleshooting support-related issues.

• Collaborate closely with Operations leadership to ensure the seamless execution of workforce plans and daily activities.

• Observe relevant Slack channels for operational challenges, sudden volume increases, and escalations that affect staffing.

• Examine historical and real-time performance data to identify trends, risks, and areas for improvement.

⛳️ Requirements

• Proficient computer skills, fast typing abilities (40+ wpm), and some experience in light technical troubleshooting.

• Capable of collaborating and sharing ideas within a team environment while also being productive independently in a remote work setting.

• Passionate about listening to customer concerns and dedicated to finding the most effective solutions.

• Thrives in challenging situations and enjoys discovering new methods to address problems.

• Values teamwork as a crucial asset for achieving personal excellence on a daily basis.

• Excited by the dynamic and challenging nature of working in a startup environment.

• Bonus: Familiarity with Zendesk, Slack, or other similar support tools.

🏝️ Benefits

• Paid time off starting at 10 days in your first year.

• Comprehensive healthcare coverage that we genuinely invest in.

• 401k plan with matching contributions.

• Complimentary Tovala Smart Oven and discounted Tovala meals.

• 11 paid holidays.

• Additional perks including recognition programs, a continued learning stipend, a casual dress code, in-office coffee, snacks, drinks, and Tovala merchandise.