CrawlJobs Logo

Senior Support Operations Analyst

babylist.com Logo

Babylist

Location Icon

Location:
United States

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

111220.00 - 133422.00 USD / Year
Save Job
Save Icon
Apply Position

Job Description:

As a Senior Support Operations Analyst, you'll be the technical architect behind Babylist's Customer Support infrastructure—building the systems, insights, and AI-powered tools that help our CS organization scale efficiently without sacrificing quality. You'll own the support tech stack end to end: configuring Zendesk automation, optimizing chatbot performance, building SQL-based dashboards in Sigma/Tableau, and creating reporting frameworks that drive CS leadership decisions. You'll identify operational bottlenecks, partner with engineering and product teams to fix root causes, and lead change management for new tool adoption.

Job Responsibility:

  • Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
  • Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)
  • Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
  • Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
  • Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
  • Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
  • Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
  • Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
  • Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
  • Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction
  • Lead structured change management processes for customer support tools and workflows, ensuring readiness across agents, leadership, and systems
  • Collaborate with Strategic Sourcing and Tech partners to evaluate tools and optimize the support stack

Requirements:

  • 7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments
  • Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
  • Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
  • 3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
  • Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
  • Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
  • Experience integrating data across multiple systems and working with APIs
  • Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
  • Proven ability to lead 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 base platforms)
  • Comfortable managing multiple support systems and vendor relationships (Zendesk), with a focus on usability and impact
  • Confident communicator able to work across technical and non-technical teams
  • Experienced 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 requirements and drive solutions
  • Deeply user-centric, with a mindset grounded in empathy, clarity, and continuous improvement
  • Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity
  • Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks
  • You're comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center
What we offer:
  • Competitive salary with equity and bonus opportunities
  • Company-paid medical, dental, and vision insurance
  • Retirement savings plan with company matching and flexible spending accounts
  • Generous paid parental leave and PTO
  • Remote work stipend to set up your office
  • Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Additional Information:

Job Posted:
December 23, 2025

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Babylist - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Support Operations Analyst

Applications Support Senior Analyst

The Applications Support Senior Analyst is responsible for maintaining applicati...
Location
Location
Bahrain , Manama
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Unix
  • Shell scripting
  • SQL/Oracle
  • Mongo DB queries
  • ECS/Openshift /AWS
  • KAFKA/MQ/SFTP /NDM
  • Tools – App D, SPLUNK, KIBANA
  • Monitoring – ITRS setup, Grafana
  • Autosys, on job
  • Good communication skills & team-player
Job Responsibility
Job Responsibility
  • Maintains application systems that have completed the development stage and are running in the daily operations of the firm
  • Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations
  • Start of day checks, continuous monitoring, and regional handover
  • Perform same day risk reconciliations
  • Develop and maintain technical support documentation
  • Identifies ways to maximize the potential of the applications used
  • Assess risk and impact of production issues and escalate to business and technology management in a timely manner
  • Ensures that storage and archiving procedures are in place and functioning correctly
  • Formulates and defines scope and objectives for complex application enhancements and problem resolution
  • Reviews and develops application contingency planning to ensure availability to users
What we offer
What we offer
  • Career growth opportunities
  • Equal opportunity employment
  • Accessibility accommodations
  • Fulltime
Read More
Arrow Right

Applications Support Senior Analyst

The Application Support Senior Analyst provides technical and business support f...
Location
Location
United Kingdom , Belfast
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Relevant experience in an Application Support role
  • Experience installing, configuring or supporting business applications
  • Experience with some programming languages and willingness/ability to learn
  • Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
  • Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
  • Demonstrated analytical skills
  • Issue tracking and reporting using tools
  • Knowledge/experience of problem Management Tools
  • Good all-round technical skills
  • Effectively share information with other support team members and with other technology teams
Job Responsibility
Job Responsibility
  • Provides technical and business support for users of Citi applications
  • Maintains application systems that have completed the development stage and are running in daily operations
  • Manages, maintains and supports applications and their operating environments
  • Performs start of day checks, continuous monitoring, and regional handovers
  • Performs same day risk reconciliations
  • Develops and maintains technical support documentation
  • Assesses risk and impact of production issues and escalates to business and technology management
  • Ensures storage and archiving procedures are in place and functioning
  • Reviews and develops application contingency planning
  • Participates in application releases from development to production
What we offer
What we offer
  • 27 days annual leave plus bank holidays
  • A discretional annual performance-related bonus
  • Private Medical Care & Life Insurance
  • Employee Assistance Program
  • Pension Plan
  • Paid Parental Leave
  • Special discounts for employees, family, and friends
  • Access to learning and development resources
  • Business casual workplace with hybrid working model.
  • Fulltime
Read More
Arrow Right

Applications Support Senior Analyst

The Applications Support Senior Analyst provides technical and business support,...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5 - 8 years experience in an Application Support role
  • Experience installing, configuring or supporting business applications
  • Experience with PL SQL/ Oracle Database is required
  • Required technical knowledge of shell scripting and UNIX systems
  • Experience in setting up or configuring monitoring tools such as ITRS, and performance monitoring tools like App Dynamics is good to have
  • Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
  • Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
  • Demonstrated analytical skills
  • Issue tracking and reporting using tools
  • Knowledge/ experience of problem Management Tools
Job Responsibility
Job Responsibility
  • Provides technical and business support for users of Citi Applications
  • Maintains application systems that have completed the development stage and are running in the daily operations of the firm
  • Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations
  • Start of day checks, continuous monitoring, and regional handover
  • Perform same day risk reconciliations
  • Develop and maintain technical support documentation
  • Identifies ways to maximize the potential of the applications used
  • Assess risk and impact of production issues and escalate to business and technology management in a timely manner
  • Ensures that storage and archiving procedures are in place and functioning correctly
  • Formulates and defines scope and objectives for complex application enhancements and problem resolution
  • Fulltime
Read More
Arrow Right

FX Applications Support Senior Analyst

As an FX Application Support Analyst, you will play a key role in running and ma...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5-8 years’ experience in an Application Support role
  • experience installing, configuring or supporting business applications
  • experience with some programming languages and willingness/ability to learn
  • advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
  • effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
  • demonstrated analytical skills
  • issue tracking and reporting using tools
  • knowledge/experience of problem management tools
  • good all-round technical skills
  • ability to effectively share information with other support team members and with other technology teams
Job Responsibility
Job Responsibility
  • provides technical and business support for users of Citi Applications
  • maintains application systems that have completed development stage and are running in daily operations
  • manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality
  • start of day checks, continuous monitoring, and regional handover
  • perform same day risk reconciliations
  • develop and maintain technical support documentation
  • identifies ways to maximize potential of applications used
  • assess risk and impact of production issues and escalate to business and technology management
  • ensures storage and archiving procedures are in place and functioning correctly
  • formulates and defines scope and objectives for complex application enhancements and problem resolution
What we offer
What we offer
  • rewarding work in a supportive environment
  • clear opportunities for progression
  • exciting company benefits
  • diverse team of professionals
  • global network of people, data and relationships
  • Fulltime
Read More
Arrow Right

Revenue Operations Senior Analyst

We're looking for a highly analytical and detail-oriented person: someone with a...
Location
Location
Brazil , Curitiba; Rio de Janeiro
Salary
Salary:
Not provided
gipo.it Logo
Gipo
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience with Sales/Customer Success
  • Extensive usage of HubSpot
  • Knowledge of analytics tools and technologies
  • English proficiency
  • Experience working in agile environments
Job Responsibility
Job Responsibility
  • Support the revenue process through analysis and reporting of forecasts, actuals, trends, and plans
  • Review and analyze operational and renewal data. Provide insightful variance analysis and recommendations to enable effective decision-making
  • Participate in regional process improvement initiatives
  • Demonstrate thought leadership around Sales, Marketing, and CS data processes and operations
  • Liaise with various internal stakeholders and partners across the organization
What we offer
What we offer
  • Compensatory time off (Banco de Horas)
  • Food/Market Voucher
  • Medical, Dental, and Group Life Insurance
  • Pet Plan
  • iFeel app, for emotional comfort
  • Gympass for you and up to 3 people
  • Creditas: Payroll loan services, eligible after 6 months of employment
  • Stock Options - eligible after 6 months of employment (5 years grace period)
  • Birthday Day Off
  • Daycare Assistance
  • Fulltime
Read More
Arrow Right

Commodities Operations Senior Analyst

The Commodities Operations Senior Analyst is an intermediate level position with...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5-8 years of relevant experience preferred
  • Relevant Degree and/or equivalent experience in Finance or fast-paced working environment is preferred
  • Understanding of confirmations and settlements processes as well as operational risk
  • General knowledge of Commodities is desirable
  • Good knowledge of OTC long-form Confirmations, ISDA & CSA is desirable
  • Energetic, flexible, collaborative, proactive and independent
  • Strong, influential communicator who is articulate and concise
  • Strong risk management and control mindset
  • Ability to identify gaps in controls and provide solutions
  • Provides evaluative judgment based on analysis of information in complicated, unique and dynamic situations
Job Responsibility
Job Responsibility
  • Process commodities trade confirmations and settlements in a timely, accurate and effective manner
  • Physical Inventory reconciliation (i.e. India Gold)
  • Investigation, escalation, and resolution of cash breaks
  • Coordination with the Global Cash Breaks team
  • Liaise with Global Commodities Stakeholders (Trading, Sales, Middle office, Legal and Technology)
  • Provide support to Front Office Sales & Trading for all commodity confirmations and settlements related queries
  • Identify control deficiencies, resolve issues and escalate control gaps & issues to senior management
  • Approval responsibilities for both STP and Manual Payments release
  • Overseeing and developing our APAC Commodities Operations Team
  • Risk management and oversight of critical core operations activities
What we offer
What we offer
  • Excellent training opportunities to continuously learn and develop across the wide range of Commodity products
  • Opportunity to grow your career, give back to your community and make a real impact
  • Fulltime
Read More
Arrow Right

Tax Operations Senior Analyst

Tax Operations Senior Analyst role at Citi's Europe Wealth Client Tax Operations...
Location
Location
Poland , Warsaw
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A good track record of experience in a tax-related area and good understanding of tax reporting and operational tax processes
  • Good understanding of Cash & Stock Reconciliations
  • Swift notifications knowledge - MT599, MT546, MT568, MT566
  • Corporate actions & income payments experience in EMEA and US markets
  • Experience in Tax Operations/ Tax Reclaims and/or Tax Technology organizations
  • Knowledge about the Double Tax Treaty Agreements, International Taxation, Custody Operations, Relief at source and reclaim
  • Experience in Tax Operations (Direct/Indirect Tax, Withholding TAX, Goods and Services Tax, Trading Tax etc.)
  • Good understanding of Investments and capital market products as well as trade execution and settlement processes
  • Strong multi-tasking, organizational and time management skills
  • Ability to take initiative, self-motivate and consistently demonstrate a results-driven mindset
Job Responsibility
Job Responsibility
  • Ensure compliance with local tax regulations, including the preparation of account reconciliations for revenues and VAT/GST tax accounts
  • Prepare non-US tax reports covering multiple jurisdictions and products
  • Expertise in Tax Reclaim services, including Quick Refund and Relief at Source processes
  • Manage critical tax-related issues & remediation activities impacting clients and business stakeholders
  • Provide first-level support for inquiries from client advisors regarding the Tax Reclaim Service
  • Support the global implementation of Tax projects while contributing to strategic tax programs and technical implementations
  • Analyze tax transaction withholding processes from front to back and implement operational changes
  • Streamline process inconsistencies, mitigate risks, and maintain comprehensive process documentation
  • Ensure timely escalation of issues, track their resolution, and participate in governance forums
  • Collaborate closely with Business and Technology partners to identify gaps and drive process improvements
What we offer
What we offer
  • Private Medical Care Program
  • Life Insurance Program
  • Pension Plan contribution (PPE Program)
  • Employee Assistance Program
  • Paid Parental Leave Program (maternity and paternity leave)
  • Sport Card
  • Holidays Allowance
  • Sport and team recreation activities
  • Special offers and discounts for employees
  • Access to an array of learning and development resources
  • Fulltime
Read More
Arrow Right

Commodities Operations Senior Analyst

The Commodities Operations Senior Analyst is an intermediate level position with...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 2-3 years of relevant experience preferred
  • Relevant Degree and/or equivalent experience in Finance or fast-paced working environment is preferred
  • Understanding of confirmations and settlements processes as well as operational risk
  • Energetic, flexible, collaborative, and proactive
  • Strong, influential communicator
  • Strong risk management and control mindset
  • Self-reliant, good problem solver and results oriented
  • Exceptional attention to detail
Job Responsibility
Job Responsibility
  • Process commodities trade confirmations and settlements
  • Investigation, escalation, and resolution of cash breaks
  • Liaise with Global Commodities Stakeholders
  • Provide support to Front Office Sales & Trading
  • Identify control deficiencies and escalate control gaps
  • Approval responsibilities for payments release
  • Overseeing and developing the APAC Commodities Operations Team
What we offer
What we offer
  • Excellent training opportunities
  • Opportunity to recommend creative suggestions on how to improve processes
  • Work closely with all the other stakeholders that support the Commodity Business
  • Fulltime
Read More
Arrow Right
Welcome to CrawlJobs.com –
Your Global Job Discovery Platform
At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Poland Jobs Ireland Jobs Germany Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
© 2025 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy