Senior Customer Operations Analyst Job at Doctolib (Paris)

Senior Customer Operations Analyst

We are seeking a proactive individual with exceptional attention to detail and a...

Location

United Kingdom , London

Salary:

Not provided

Shieldpay

Expiration Date

Until further notice

Requirements

Previous experience in Payments and Customer Operations and building business relationships
Must have previous experience in a legal and/or payments industry and understand the customer experience
Project management experience is desired
You enjoy investigating problems, getting to the root cause and working with others in order to fix them
You must be passionate about great customer and user experience and thrive working as part of a fast paced and highly collaborative team

Job Responsibility

Project managing large corporate payment deals end-to-end. Ensuring the customer is provided with the highest level of customer care throughout
Help to build and evolve effective and efficient processes to support scalable Customer Operations, identifying gaps or inefficiencies in processes and work with colleagues to make improvements continually looking for ways to improve
Deliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliant
Follow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalate issues where required
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Provide Senior Coverage and Support: Offer support and mentorship to team members, championing best practices, contributing to the team workload by collaborating with other team members to ensure all processes are covered during staff absences
Ensure we provide an excellent customer service by responding to calls and emails in a prompt and efficient manner – ensuring all correspondence and/or calls from customer and partners are responded to within agreed timescales
Utilise Data and Analytics: Track key performance metrics and make data-driven decisions
regularly report on performance to senior management
Handle Complex Customer Issues: Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues

What we offer

flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance

Senior Customer Operations Data Analyst

As a Senior Customer Operations Data Analyst, you will play a pivotal role in an...

Location

United States; Canada; Mexico , San Francisco; Atlanta; Austin; Boston; Chicago; Dallas; Denver; Houston; Jacksonville; Los Angeles; Miami; New York City; Phoenix; Portland; Sacramento; Salt Lake City; San Diego; Seattle; Washington, D.C.; Ottawa; Toronto; Vancouver; Mexico City

Salary:

115000.00 - 148000.00 USD / Year

Scribd

Expiration Date

Until further notice

Requirements

3+ years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry, with a strong focus on working autonomously to solve problems
Proficient in using data analytics tools including SQL, Python, Databricks, Looker, and Zendesk Explore (or similar BI tools)
Strong working knowledge of MS Excel and/or Google Sheets
A Bachelor’s or Master’s degree in a quantitative field (e.g., Statistics, Mathematics, Economics, or Computer Science)
Solid knowledge of statistical concepts, including experimental design, hypothesis testing, regression analysis, and forecasting
Exceptional communication and presentation skills, with the ability to translate complex data into clear, actionable recommendations for technical and non-technical stakeholders
A passion for analyzing user behavior and proven ability to combine product-level and CS data with customer-level data to understand key drivers of performance
Experience with agile workflows and collaboration across product, research, and operations teams
Detail-oriented with strong analytical, critical thinking, and problem-solving skills
Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment

Job Responsibility

Data Collection, Synthesis, and Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends. Create pipelines for the collection and processing of new data from customer support sources
Reporting & Insights: Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics
Performance Metrics: Evaluate the effectiveness and performance of Customer Support goals, initiatives, and projects. Conduct in-depth analyses of performance, measuring KPIs such as service level achievement, customer effort & satisfaction, and user retention
Customer Insights: Analyze customer feedback and behavior patterns in response to product changes and on an ongoing basis
Forecasting: Forecast contact volumes and capacity needs
Roadmapping: Collaboratively manage the Customer Support’s data analysis roadmap with leadership
Collaboration: Work cross-functionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research
Leveraging Technology: Use AI and BI to enhance customer support operations and increase efficiency. Develop and maintain dashboards and reports and own communication of critical marketing metrics and campaign performance to team leads and executive stakeholders
Process Improvement: Provide actionable insights to stakeholders through data analysis, and identify opportunities for improvements operational efficiency. Stay informed about the latest Customer Support trends, analytics tools, and methodologies to continuously improve performance and methodologies
Project Support: Understand, document, and communicate business requirements for projects and process changes

What we offer

Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
12 weeks paid parental leave
Short-term/long-term disability plans
401k/RSP matching
Onboarding stipend for home office peripherals + accessories
Learning & Development allowance
Learning & Development programs
Quarterly stipend for Wellness, WiFi, etc.
Mental Health support & resources
Free subscription to the Scribd Inc. suite of products

Fulltime

Senior Customer Success Operations Analyst

The Customer Success Operations team aims to accelerate Wiz’s growth by driving ...

Location

United States

Salary:

120000.00 - 165000.00 USD / Year

Wiz

Expiration Date

Until further notice

Requirements

5+ years' experience supporting CS operations activities, preferably in high-growth SaaS environments
Strong knowledge of - Salesforce, CS Systems a must - CS Platform, BigQuery, Zendesk, Looker. etc.
Experience with customer health, adoption, Success KPIs, scaled programs
Experience implementing programs and processes that scale
a willingness to “roll up your sleeves” to get work done as the organization grows
Proven track record of building trust, communicating effectively and managing expectations with a wide variety of stakeholders at all levels and from a variety of functions
Proven ability to lead high impact process improvement initiatives while executing hands-on in a fast-paced, evolving environment
Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs to inform leadership decision making
Customer-first mindset with a passion for enhancing customer experiences through process and tooling
Excellent cross-functional collaboration skills with experience working across GTM, Product, Engineering, and customer-facing teams

Job Responsibility

Drive proactive insights from data signals to recommend process improvements for our CS teams
Receive feedback from Success teams to help define projects and process improvements to ensure an optimal model for our team and Wiz customers
Work cross-functionally to support operational programs aligned to overall organizational strategy
Manage scalable “run the business” activities of the Success organization specifically Reporting, and other tools aligned to customer health, retention, and expansion
Track and measure outcomes of CS initiatives
Be responsible for data integrity across post sales systems (Salesforce, CS Platform, Looker, etc.) of all data relating to Success programs and processes

What we offer

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave

Fulltime

Senior Customer Success Operations Analyst

The Customer Success Operations team aims to accelerate Wiz’s growth by driving ...

Location

United States

Salary:

120000.00 - 165000.00 USD / Year

Wiz

Expiration Date

Until further notice

Requirements

5+ years' experience supporting CS operations activities, preferably in high-growth SaaS environments
Strong knowledge of - Salesforce, CS Systems a must - CS Platform, BigQuery, Zendesk, Looker
Experience with customer health, adoption, Success KPIs, scaled programs
Experience implementing programs and processes that scale
a willingness to “roll up your sleeves” to get work done as the organization grows
Proven track record of building trust, communicating effectively and managing expectations with a wide variety of stakeholders at all levels and from a variety of functions
Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment
Deep understanding of global success models and workforce planning
Experience building and operationalizing premium or tiered support offerings
Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs to inform leadership decisionmaking

Job Responsibility

Receive feedback from Success teams to help define strategic projects and process improvements to ensure an optimal model for our team and Wiz customers
Work cross-functionally to support operational programs aligned to overall organizational strategy
Manage scalable “run the business” activities of the Success organization specifically Reporting, and other tools aligned to customer health, retention, and expansion
Be responsible for data integrity across post sales systems (Salesforce, CS Platform, Looker, etc.) of all data relating to Success programs and processes

What we offer

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave

Fulltime

Senior Customer Success Operations Analyst

We’re hiring a Senior Customer Success Operations Analyst who will plays a criti...

Location

France , Paris; Nantes

Salary:

Not provided

Akeneo

Expiration Date

Until further notice

Requirements

3–5+ years of experience in Customer Success Operations or a similar operations role within a SaaS company
Mandatory hands-on administration and optimization experience with a leading CS platform (e.g., Catalyst, Gainsight, ChurnZero)
Catalyst experience is a significant advantage
Strong analytical capabilities with proven experience using BI tools (e.g., Metabase) and a working knowledge of SQL for data extraction and analysis
Experience with Jira for process management
Salesforce administration/integration experience is a strong plus
Deep understanding of SaaS business models, customer lifecycle processes, and key CS metrics, especially those related to NRR, churn mitigation, and customer adoption
Proven track record in owning and delivering operational projects end-to-end, including change management and cross-functional rollout

Job Responsibility

NRR & Growth Optimization: Operationalized Customer Health Scoring and automated workflows to increase churn risk accuracy, proactively surface expansion pipeline, and deploy playbooks that accelerate product adoption and time-to-value
Customer Success Systems & Tools Ownership: Own and optimize the global CS ecosystem (Catalyst, Salesforce, BigQuery, Gong), ensuring cross-regional alignment for digital and high-touch motions while maintaining strict data integrity for accurate reporting
Process Improvement & Operational Excellence: Engineered automated, end-to-end workflows (onboarding to renewal) for Enterprise and Digital segments, delivering actionable NRR/forecast reporting to leadership while driving global change management
CS Ops Project Delivery: Directed end-to-end CS Ops initiatives from requirements to global enablement, while co-managing the service desk to ensure rapid issue resolution and SLA compliance
Data, Reporting & Insights: Spearheaded BI dashboard development (Metabase) to translate complex metrics—NRR, Health Scores, and sentiment—into actionable leadership insights and performance tracking for churn and expansion initiatives
Cross-Functional Collaboration: Partnered with CS Leadership and RevOps to translate business needs into scalable GTM solutions, while building playbooks and training programs to maximize global CSM effectiveness and tool adoption

What we offer

Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and enjoy 34 days of annual leave and RTTs
Option to Work from Anywhere for up to 30 days per year
Home Office & Commuter Benefits: Enjoy a €500 budget to enhance your home office
50% discount on the public transportation pass of your choice or a €45/month Sustainable Transportation Allowance to support eco-friendly commuting
Meal vouchers: Get your 50% employer-funded Swile card and benefit from €9,5 worth of meal vouchers per working day
Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent
A gradual return to work program is also available
Daycare: Providing access to a network of high-quality crèches, ensuring your little ones are cared for with a guaranteed number of cribs available
Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company
Professional Development: Access a €1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme"

Fulltime

Senior Demand Supply Analyst - Customer Operations

The Customer Operations team coordinates efforts among all internal groups to en...

Location

United States , Secaucus

Salary:

66375.00 USD / Year

Sanmina

Expiration Date

Until further notice

Requirements

Bachelor’s Degree preferably in Business, Supply Chain Management, Data Analytics and Data Systems or equivalent
Minimum 3 years of work experience
Knowledge of business operations, including forecasting, procurement and material management
Detail-oriented and organized
Drive for results and high quality of work
Presentation and communication skills
Problem-solving skills
Extremely strong spreadsheet, modeling and visualization skills
Ability to adjust priorities quickly in a fast-changing environment
Bilingual Mandarin strongly preferred

Job Responsibility

Demonstrate ability to achieve results in demand and supply activities
Accountable for supply and demand activities for multiple components, ensuring that performance (inventory, cost, etc.) meets the overall business needs
Strong ability to leverage systems (SAP preferred) and data to influence decisions
Coordinate with procurement managers to drive improvements and ensure continuity of supply
Analyze business patterns and changes to formulate potential recommendations
Collaborate with key stakeholders to support customer allocations and priorities
Identify/recognize problems from various perspectives (cross-org) in order to understand implications and propose solutions
Collaborate with others to solve complex problems
Plan and track all inventory to mitigate aging, risk and excess

What we offer

competitive base salary
performance-based annual bonus eligibility
401(k) retirement savings plan
tuition reimbursement for eligible education programs
comprehensive medical, dental, and vision coverage
mental health resources and employee wellness support programs
company-paid life and disability insurance
paid time off (PTO) and company-paid holidays
parental leave and family care support programs
structured training programs and on-the-job learning opportunities

Fulltime

Senior Loan Operations Analyst - IFSC-GIFT Operations

We're currently looking for a high caliber professional to join our team as Offi...

Location

India , Gandhinagar

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Master’s Degree, especially an MBA or a Master's in a specialized field relevant to finance, Banking, Accountancy or Risk Management
Chartered Accountant degree is preferred
4-6 years relevant experience
Experience in IFSC Gift City banking / offshore banking in preferrable
Elementary level knowledge of Business Processes, Systems and Tools used in the Loan Process
Demonstrate understanding of Loan Processes, Procedures, Products and Services
Basic awareness of managing, preparing, and reviewing loan documentation
Able to identify, mitigate, manage, resolve, and escalate risks and issues
Awareness of risk types, policies and control measures and processes
Comply with applicable laws, rules, and regulations, and adhering to Policies

Job Responsibility

Prepare and review loan documentation
Independently process and close loans within a complex loan operations environment
Provide day-to-day loan transactional processing including booking cash transactions and making payments, performing loan reconciliations, input of general ledger entries and calculations
Support an expansive and/or diverse array of products/services
Follow established procedures to identify and resolve problems related to loan documentation/processing activities
Make recommendations to management to support process improvement
Design and analyze moderately complex loan documentation reports
Make evaluative judgments based on analysis of factual information and assist in implementation of loan documentation process improvements
Minimize risk through increased knowledge of procedural requirements
Timely management and escalation of all inquiries and issues related to loan processing

What we offer

Access to telehealth options
Health advocates
Confidential counseling
Access to learning and development resources
Programs that help employees balance their work and life

Fulltime

Operations Senior Analyst - Assistant Vice President

Location

United Kingdom , Belfast

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

5-8 years of relatable experience
Energetic, flexible, collaborative, and proactive
Strong, influential communicator who is articulate and concise, demonstrated success interacting with senior management both in the business, corporate functions as well as the Operations, Business and Technology environments
Strong risk management and control mindset
Ability to identify gaps in controls and provide solutions to bridge those gaps
Self-reliant, good problem solver and results oriented
Exceptional attention to detail
Bachelor’s Degree/University degree or equivalent experience

Job Responsibility

Liaise with internal and external teams to resolve issues
Act as an analytical and procedural expert, identifying and escalating control deficiencies and issues to senior management as needed, playing an integral in risk mitigation and procedural documentation/review
Daily Collaboration across Global Clients, Trading, and Operations teams to provide solutions and identify/resolve root cause
Providing input to simplify, improve and measure processes by delivering enhancements to the control environment, and the customer journey with input to design techniques and digital automation
Working cross function to ensuring compliance with various regulatory initiatives related to the business

Fulltime

Select Country

Senior Customer Operations Analyst

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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