Support Operations Analyst

A company is looking for a Support Operations Analyst to enhance the efficiency and quality of its Global Customer Support organization.

Key Responsibilities

Lead systems migration and centralization efforts to consolidate support systems into a unified platform

Drive operational strategy and standardization by implementing consistent support processes across teams

Manage strategic projects from inception to completion, including systems consolidation and process redesigns

Required Qualifications

3+ years of experience in Support Operations or related operational leadership in a SaaS (B2B) environment

Proven experience in managing system migrations or large-scale platform consolidations

Strong project management skills with the ability to deliver cross-functional initiatives independently

Experience leading a Support Quality (QA) program, including automation of reviews and workflows

Strong understanding of SaaS support environments and relevant metrics and tools