Customer Support Operations Analyst

Position Summary

The Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled. This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly.

The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social.

Data Analysis & Reporting

• Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

• Maintain and distribute KPI reporting (service levels, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard

• Conduct monthly meal audits for accuracy and policy compliance

• Monitor and report on fraud-related tickets, flagging patterns and escalating as needed

• Translate data into clear recommendations for senior leadership

Forecasting & Scheduling

• Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels

• Build and publish weekly schedules balancing service levels, budget, and employee experience

• Process schedule adjustments and PTO requests; track shrinkage to improve forecast accuracy

• Schedule offline activities (training, coaching, internal meetings, project work)

• Oversee intraday management: real-time monitoring, re-forecasting, staffing adjustments

Queue Monitoring & Workload Balancing

• Track utilization, occupancy, and overtime to catch bottlenecks early

• Maintain visibility into in-flight work across queues/channels and redistribute as needed

• Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing

Support Escalations

• Serve as an escalation point for customer support troubleshooting issues, helping resolve or route complex cases

• Identify recurring escalation themes and feed insights back into forecasting, staffing, and training plans

Systems Support (Zendesk & Assembled)

• Support Zendesk administration (workflows, routing, queues, automations, reporting)

• Operate and maintain Assembled for scheduling, adherence, and intraday management

• Surface automation and efficiency opportunities to leadership

• Support additional tools as needed (e.g., Intercom, Medallia Agent Connect)

Continuous Improvement

• Drive improvements in WFM practices, forecasting accuracy, and reporting

• Collaborate with Operations, Hardware, Software, and Marketing to align workforce strategy with business priorities

• Support special projects tied to growth, new channels, or operational change

You constructively provide solutions via written communication that display empathy & active listening to customer issues

You love to listen to customer problems and don’t quit until you’ve found the best solution.

You’re passionate about handling complex issues.

You get excited in challenging situations, finding new ways to solve problems

You believe that the team is your best asset for being your best each day

Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience

You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting

You love the excitement and challenge of working for a startup

You are available to work extended business hours and weekend shifts

Bonus: experience with Zendesk, Slack or similar support tools.

 

Tovala uses market data, geography, and placement of internal employees to determine salary. Additionally, we offer all employees real ownership in the company in the form of a competitive equity package.

 

- Paid time off (starting with 10 days in your first year)

- Comprehensive healthcare coverage we really invest in

- 401k with match

- Free Tovala Smart Oven and discounted Tovala meals 

- 11 Paid holidays 

- Various other perks - recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag 

 

 

 

 

 

 

 

> Champion the Customer: We consider and prioritize our customer in all of our decisions