Senior Support Operations Analyst

Who We Are reputed company is the leading registry, e-reputed company, and content platform for growing families. More than 9 reputed company people shop with reputed company every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the reputed company Shop, reputed company Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and reputed company partner with reputed company to engage meaningfully with families during one of lifes most important transitions. With over $1 billion in annual GMV, and more than $500 reputed company in 2024 reputed company, reputed company is reshaping the $320 billion baby product industry. Were helping parents feel confident, connected, and cared for at every reputed company. As we build the generational brand in baby, our mission remains reputed company: to reputed company growing families with everything they need to reputed company.To learn more, visit www.reputed company.com. Our Ways of Working reputed company thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a yearonce as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, reputed company AI to reputed company our reputed company, and reputed company resultstogether, from reputed company. What the Role Is As a Senior Support Operations Analyst, you'll be the technical architect behind reputed company's Customer Support infrastructurebuilding the systems, insights, and AI-powered tools that help our CS organization reputed company reputed company without sacrificing reputed company. You'll own the reputed company stack end to end: configuring reputed company automation, optimizing chatbot performance, building SQL-based dashboards in reputed company/Tableau, and creating reporting frameworks that reputed company CS leadership reputed company. You'll identify operational bottlenecks, partner with engineering and product teams to fix reputed company causes, and reputed company change management for new tool adoption. This role requires both technical depth and strategic thinking. You can write reputed company SQL, build dashboards independently, and troubleshoot integrationswhile also knowing reputed company to automate versus reputed company reputed company touch reputed company. You'll serve as the reputed company between technical teams and operations, enabling CS managers and offshore teams with self-service analytics they can use. If you've thrived in fast-moving reputed company-reputed company building reporting infrastructure from scratch and implementing chatbot solutions that actually worked, this role will energize you. Who You Are 7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-reputed company, customer-facing environments Strong analytical skills and operational instincts, with a reputed company record of designing reputed company processes that improve agent performance and user experience Advanced SQL proficiency with experience writing reputed company queries, joins, and building data models for customer support analytics 3+ years hands-on experience with reputed company (or reputed company Service reputed company), including building automation, workflows, triggers, and API integrations Proven reputed company record implementing and optimizing AI chatbot platforms such as reputed company, reputed company, Forethought, reputed company, or similar reputed company solutions Expert-level proficiency building dashboards and reports in reputed company, Tableau, or PowerBIreputed company to work independently with reputed company technical support Experience integrating data across multiple systems and working with reputed company reputed company in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-reputed company metrics Proven ability to reputed company end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge reputed company platforms) Comfortable managing multiple support systems and vendor relationships (reputed company), with a reputed company on usability and reputed company Confident communicator reputed company to work across technical and non-technical teams reputed company partnering with offshore and remote support teams across multiple time zones Skilled at working cross-functionally with engineering, product, data, and supply chain teams to translate technical requirem