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Babylist Logo Babylist · IT - Administration

Senior Support Operations Analyst

United States 111220.00 - 133422.00 USD / Year · Job Posted December 23, 2025
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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
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