Customer Success Operations Analyst Job at Optimizely (Dhaka)

Cs Operations Analyst

The CS Operations Analyst is a critical function responsible for driving efficie...

Location

Philippines , Makati City

Salary:

Not provided

Alida

Expiration Date

Until further notice

Requirements

Comfortable working both in an agile environment and/or with strong processes in place depending on the needs of the business
Advanced skills with Excel/Google Sheets is required (complex formulas, charting, pivot tables), along with basic proficiency with statistics and data analysis
Experience with Zendesk, Salesforce, AI tools, and business intelligence tools would be an asset
Growth mindset is a must: being proactive and eager to learn emerging and new technologies and skills while approaching challenges as opportunities for growth, and setbacks as valuable learning experiences
Minimum of 2+ years in equivalent or similar roles

Job Responsibility

Extract and analyze customer research programs and Alida platform data
Interpret data to identify trends and make recommendations based on the insights gathered
Have a high attention to detail for creating and populating customer-ready reports and presentation templates
Closely collaborate with stakeholders across the global Alida organization with a focus on the Customer Success and Customer Experience organization
Become proficient in Alida’s product suite, client-specific use cases, and industry best practices
Improve workflows within the CX Operations team which may include data analysis methodologies, presentation templates, and workflow enhancements
Coordinate ad-hoc projects by understanding scope of work, breaking down tasks, setting/prioritizing deadlines, and communicating delivery progress to stakeholders

What we offer

Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
Best-in-class company paid benefits for you and your family
Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work
Recognized in 2023 as one of the Best Workplaces for Women®
Recognized as a Top Employer by British Columbia's Top Employers 2023

Fulltime

Customer Support Technical Analyst

The Customer Service team provides support to our customers with a range of quer...

Location

United Kingdom , Theale (Reading)

Salary:

Not provided

Bottomline

Expiration Date

Until further notice

Requirements

2+ years working within a customer services environment or within Customer success in a SaaS environment
Experience of working within an omni-channel environment
Experience of case management within a CRM environment
Experience of multi-tasking whilst maintaining quality customer interactions
Able to work to within tight service level agreements
Able to operate in a team environment
Able to remain calm and professional under pressure
A logical and methodical approach to problem diagnosis and resolution
Resilient and self-motivated
A passion for technology with some experience of: Windows Server and Windows desktop operating systems

Job Responsibility

Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
Providing our customers with the highest level of service to Delight them at each interaction
Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
Updating and managing an accurate audit of each customer query within our Customer Record Management software
Managing multiple cases via a variety of communication channels at one time
Working within strict Service level Agreements
Communicating technical information in a customer friendly way

Fulltime

Geolocation Operator / Analyst

Altamira is looking for qualified candidates to fill multiple roles in support o...

Location

United States , Augusta, GA and San Antonio, TX

Salary:

Not provided

Altamira Technologies

Expiration Date

Until further notice

Requirements

Two (2) years of relevant, operational experience within the last five (5) years
Experience conducting RF collection and/or Direction-Finding operations
Utilize customer tools and databases to acquire and analyze relevant data for intelligence production
Successfully complete initial active certification training within 30 days of assignment
Current certifications in basic operations, passive and active geolocation methods, and technologies
Possess formal training and/or demonstrated proficiency in relevant foreign language(s)
ILR level-2 proficiency in a relevant foreign language(s)
A minimum of four (4) years of experience in a combination of language processing competencies, including interpretation, translation, gisting, document analysis, teaching, or other skills related to intelligence analysis and production
Completion of either the Intermediate (451) or Advanced (452) Signals Analysis Course
Five (5) years of operation and/or instruction experience within the last seven (7) years producing multi-mode precision geolocation solutions

Job Responsibility

Participate in direct, on-site, real-time operations using certified skills and knowledge in both active and passive geolocation methodologies for real-world SIGINT missions
Provide coverage for a 24/7, year-round workforce

Fulltime

Billing Operations Analyst

Ezra is looking for an enthusiastic and highly organized Billing Operations Anal...

Location

Canada , Toronto

Salary:

Not provided

LHH

Expiration Date

Until further notice

Requirements

Minimum 2 -3 years Order to Cash experience (Invoicing and AR)
be a key contributor by liaising with Customer Success, Sales, and global finance teams to ensure a smooth billing process
ensure customers are accurately set up by supporting the collection of customer contracts, Purchase Orders, and other documents necessary to initiate the invoicing process
ensure GAAP revenue recognition guidelines are followed in all countries where Ezra has activity
work with local accounts receivable teams to ensure Ezra’s customers are paying promptly
work with non-standard/custom billing and other billing and collection tasks
utilize Outlook, Asana, and Salesforce to resolve billing inquiries, add P.O. numbers, update customer information, and initiate credit & refund requests
assist with month-end, quarter-end and year-end closing and reporting
other duties that may be required
passionate about innovation and looking for better ways to work

Job Responsibility

support billing operations
ensure accurate and timely invoicing
support revenue reporting
support other finance functions such as accounts receivable

What we offer

competitive salary with bonus potential
your own world-class coach
regular team social events
generous annual individual development budget

Fulltime

Billing Operations Analyst

We are seeking a detail-oriented and analytical Billing Operations Analyst to jo...

Location

United States , Raleigh

Salary:

Not provided

insightsoftware

Expiration Date

Until further notice

Requirements

Bachelor's degree in Finance, Accounting, Business Administration, or related field
2-4 years of experience in billing operations or a related field
Advanced Excel skills and experience with data analysis tools
Strong analytical and problem-solving abilities
Excellent attention to detail and organizational skills
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Effective written and verbal communication skills
Knowledge of billing processes and procedures
Understanding of financial reconciliation techniques
Familiarity with regulatory compliance in billing operations

Job Responsibility

Monitor and manage order, billing and fulfillment queues
Collaborate with cross-functional partners (Sales, Customer Success, Finance and Accounting) to resolve routine customer issues
Validate customer contract details and billing rules to ensure accurate invoicing, compliance and action account adjustments
Collaborate with cross-functional teams to resolve billing issues and discrepancies
Provide support to internal and external stakeholders on billing-related inquiries
Maintain accurate records and documentation to support audits, reporting and compliance requirements
Prepare reports and summaries related to invoices and collections status

Fulltime

Customer Success Analyst

As a Customer Success Analyst, you are a high-influence domain owner responsible...

Location

United States , Bay Area

Salary:

60200.00 - 120200.00 USD / Year

Block

Expiration Date

Until further notice

Requirements

5-7 years in customer support operations, customer success operations, or related field
2+ years in a strategic or analytical role (e.g., Operations Manager, Senior Analyst, Program Manager)
1+ year driving cross-functional projects with Product, Engineering, or Operations teams
Demonstrated ability to analyze operational metrics, identify root causes, and design solutions
Proven success influencing outcomes without direct authority
Analytical Rigor: Strong analytical skills with high data literacy. Ability to find, analyze, and synthesize ambiguous and complex data from multiple sources to identify root causes and design solutions.
Cross-Functional Influence: Proven ability to drive results through influence, not authority. Can effectively communicate and build alignment with senior partners in Product, Engineering, Risk, and Operations.
Strategic & Systems Thinking: A creative and persistent problem-solver who can manage systemic complexity, design durable solutions, and anticipate downstream impacts.
Operational Execution: Hands-on ability to manage pilots, coordinate with vendors, and drive operational improvements with measurable outcomes.
Program Management: Experience managing complex, cross-functional, multi-quarter projects from scoping to completion, with ability to adapt as conditions change.

Job Responsibility

Operational Excellence: Vendor & Operations Liaison: Partner with VMO as the LOB expert. Attend key vendor calls to provide deep context on policies, roadmaps, best practices, and supportability constraints, translating LOB objectives into concrete vendor requirements.
Business Advocacy: Serve as the primary business stakeholder for support functions (VMO, WFM, L&D, QA, Content), defining requirements and driving accountability.
Cross-Functional Leadership: Represent your domain in cross-functional forums and act as a key voice in strategic decisions.
Advocate Enablement: Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and L&D to ensure they are delivered at scale.
Pilot Design & Execution: Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria.
Deep Expertise Development: Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert.
BPO Metrics & Accountability: Partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA).
Strategic Focus: OKR Definition & Tracking: Define and contribute to domain-level OKRs.
End-to-End Journey Mapping: Map the E2E customer journey for your domain. Own and synthesize all customer sentiment (CSAT, NPS, escalations) into a single, unified view of systemic pain points.
Systemic Health & Diagnostics: Own the health of systemic policies, workflows, and tools. Diagnose operational metrics (AHT, FCR, CSAT, and QA) with a technical lens to identify root causes in tooling, policy, or process design.

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Fulltime