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SeniorFull-timeRustAI
Salary Range
$13,260 - $17,940 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Operational Analyst to join our Customer Support team at Tide. This role focuses on analyzing and improving operational efficiency within the Customer Support department, working closely with cross-functional teams to drive data-driven decisions that enhance member satisfaction and streamline support processes.
Key Responsibilities
- →Develop and maintain reports, dashboards, and KPIs to monitor team and service performance
- →Identify patterns, trends, and areas of improvement in member support interactions, and proactively recommend solutions
- →Work closely with other departments (e.g., IT, product teams, customer experience) to ensure seamless support processes and identify system improvements
- →Conduct root cause analysis for recurring issues or inefficiencies and recommend corrective actions
- →Help design and refine processes that lead to quicker resolutions and better member engagement
- →Create and maintain documentation for support processes, policies, and best practices
Requirements
- ✓Experience working with CRM systems, ticketing platforms, or other customer support software
- ✓Proven track record in process optimization and performance analysis in an operational setting
- ✓Strong analytical and problem-solving abilities, with experience in interpreting data and translating it into actionable recommendations
- ✓Proficiency in data analysis tools such as SQL, Looker, Excel, Tableau, or Power BI
- ✓Strong understanding of customer service metrics (e.g., SLAs, First Response Time, Resolution Time, Customer Satisfaction)
- ✓Excellent communication skills, both written and verbal, with the ability to present complex data in a clear and actionable way
- ✓Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously
