Senior Support Operations Analyst

Job Summary

A company is looking for a Senior Support Operations Analyst.

Key Responsibilities

• Own and configure the support tech stack, including Zendesk automation and chatbot performance
• Identify operational bottlenecks and partner with engineering and product teams for solutions
• Drive adoption of AI-enabled workflows and maintain reporting frameworks for customer support

Required Qualifications

• 7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles
• Advanced SQL proficiency with experience in complex queries and data modeling
• 3+ years of hands-on experience with Zendesk or Salesforce Service Cloud
• Proven track record in implementing and optimizing AI chatbot platforms
• Expert-level proficiency in building dashboards and reports in Sigma, Tableau, or PowerBI