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Customer Operations Analyst

3 weeks, 5 days ago
United States
Full-time
Mid Level
Operations Analyst
Data Science and Analytics
Looker Snowflake SQL Tableau
Apply Now
Greenlight

Greenlight

Greenlight is a financial technology company offering a debit card and money app for families, empowering parents to raise financially smart kids through smart spending and investing.

Capital Markets
251-1K
Founded 2014
$556M raised
View All Jobs 11

Description

  • Build and maintain contact forecasts across channels using seasonality, growth trends, product launches, and marketing inputs.
  • Translate forecasts into staffing and capacity plans for in-house and BPO teams.
  • Monitor forecast accuracy and update assumptions based on performance and new data.
  • Analyze customer support data to identify volume drivers, trends, and efficiency opportunities.
  • Build and maintain models in Excel, Google Sheets, SQL, and similar tools to support forecasting and decision-making.
  • Deliver clear, actionable insights to leadership, including risks, tradeoffs, and recommendations.
  • Support operational efficiency initiatives such as channel strategy, automation, and process improvements.
  • Partner with Product, Marketing, Data, and Operations teams to align on demand drivers and planning.
  • Establish and support recurring operating cadences, including weekly and monthly reviews and forecasting updates.
  • Collaborate with BPO partners on staffing plans and performance expectations.
  • Improve existing processes to increase transparency, scalability, and automation.
  • Support the rollout of new tools and platforms such as WFM, reporting, or analytics systems.

Requirements

  • 3–6 years of experience in operations, analytics, customer support, or workforce management.
  • Strong analytical skills with Excel or Google Sheets required.
  • SQL or similar tools are a plus.
  • Experience building forecasts, models, or operational insights from data.
  • Understanding of customer support operations and key metrics such as volume, AHT, and service levels.
  • Ability to translate data into clear, actionable recommendations.
  • Strong communication and stakeholder management skills.
  • Comfort working in ambiguous, fast-paced environments.
  • Interest in growing into operations strategy, analytics, or program management.
  • Familiarity with WFM or support tools such as Assembled or Zendesk is preferred.
  • Proficiency in SQL and tools such as Snowflake, Tableau, or Looker is preferred.
  • Experience working with BPO or offshore teams is preferred.
  • Background in fintech or other high-growth environments is preferred.

Benefits

  • Medical, dental, vision, and HSA match.
  • Paid life insurance, AD&D, and disability benefits.
  • Traditional 401(k) with company match.
  • Unlimited PTO plus paid company holidays and pop-up bonus holidays.
  • Professional development stipends.
  • Mental health resources.
  • 1:1 financial planners and fertility healthcare.
  • 100% paid parental and caregiving leave, plus cleaning service and meals during leave.
  • Flexible WFH with both remote and in-office opportunities.
  • Fully stocked kitchen, catered lunches, and occasional in-office happy hours.
  • Employee resource groups.
  • Competitive compensation with a market-based pay approach.
  • Discretionary performance bonus and equity rewards.

Interested in this position?

Apply directly on the company website

Apply Now

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