Customer Support Operations Analyst

Tovala
United States
Workplace: RemoteFull timeUSD 60,000 - 80,000 annuallyFunction: Business OperationsSkills: ["Empathy","Active listening","Problem-solving","Collaboration","Detail-oriented"]

Support data-informed workforce strategies for Customer Support Operations, owning day-to-day scheduling, real-time workforce management, analytics, and KPI reporting. Maintain weekly scorecards and forecasts for service levels, occupancy, adherence, shrinkage, cost per contact, and productivity. Serve as an escalation point for complex support troubleshooting, administer Zendesk and Assembled, and monitor tools and channels to identify patterns and drive continuous operational improvements.

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Tovala
Tovala
1 month ago

Customer Support Operations Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Closed

Job Summary

Support data-informed workforce strategies for Customer Support Operations, owning day-to-day scheduling, real-time workforce management, analytics, and KPI reporting. Maintain weekly scorecards and forecasts for service levels, occupancy, adherence, shrinkage, cost per contact, and productivity. Serve as an escalation point for complex support troubleshooting, administer Zendesk and Assembled, and monitor tools and channels to identify patterns and drive continuous operational improvements.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities.
  • •Maintain and distribute KPI reporting (including a weekly scorecard) and conduct monthly meal audits for accuracy and policy compliance.
  • •Build and publish weekly schedules and support short-, mid-, and long-term forecasting across channels, including intraday re-forecasting and staffing adjustments.
  • •Track utilization/occupancy/overtime, maintain visibility into in-flight work across queues/channels, and monitor Slack for operational issues and escalations impacting staffing.
  • •Administer Zendesk (workflows, routing, queues, automations, reporting) and operate Assembled for scheduling/adherence/intraday management while serving as an escalation point for complex support troubleshooting.

Pay and Benefits

Salary: USD 60,000 - 80,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth Insurance401kEquityPaid HolidaysRemote Work

Key Requirements

  • •Provide solutions through written communication that demonstrate empathy and active listening to customer issues.
  • •Stay engaged with complex customer problems until the best solution is found.
  • •Manage challenging, high-volume situations and find new ways to solve operational problems.
  • •Have strong computer skills, fast typing (40+ wpm), and light technical troubleshooting experience.
  • •Have hands-on experience with Zendesk or similar support tools (bonus: Zendesk/Slack experience).
Experience:Workforce managementCustomer supportMulti-channel support
Skills:EmpathyActive listeningProblem-solvingCollaborationDetail-oriented
Tech Stack:ZendeskAssembledSlackIntercomMedallia Agent Connect

Company Brief

Tovala
Tovala makes smart countertop ovens paired with a fresh meal delivery service and an app, automating cooking with pre-programmed steam and baking cycles for ready-to-heat, chef-prepared meals.
Industry: FoodTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Chicago, United States
Founded: 2015
WebsiteLinkedIn