Associate Customer Success Operations Analyst

SurePoint Technologies Inc.•Austin, TX

17h•Hybrid

About The Position

SurePoint® Technologies delivers award-winning software that helps mid-sized law firms boost efficiency and maximize financial performance. Our cloud-based solutions connect client management, practice management, and financial systems to improve efficiency and collaboration. With over 40 years in legal tech and a team of CPAs, former lawyers, and top engineers, we understand what law firms need to thrive. We’re passionate about building tools that reduce administrative work – so our customers can focus on what matters most: serving their clients. The Operations Analyst supports the Customer Success team's proactive, AI-enabled operating model. This position is responsible for using AI-assisted monitoring tools to track ticket health, identify at-risk accounts before issues escalate, maintain reporting dashboards, and surface data-driven insights to Customer Success Managers and leadership. The Operations Analyst plays a key role in helping the team anticipate customer needs and ensuring a high-quality customer experience. This role reports to the Manager of Customer Success and is based in Austin, Texas, with a hybrid work schedule.

Requirements

1-3 years of prior internship, coursework, or project experience in business operations, data analytics, or customer experience
Hands-on experience using AI tools (e.g. ChatGPT, Claude, CoPilot) for research, drafting, or problem-solving
Demonstrated interest in and willingness to learn new AI tools as applied to operational work
Proficiency with spreadsheet applications such as Excel and Google Sheets
Organizational and time management skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
Strong written and verbal communication skills, including the ability to translate data and AI-generated output into clear, actionable recommendations
Willingness to learn quickly, adapt to change, and grow within the role
Ability to manage day-to-day responsibilities independently while knowing when to seek guidance
Problem-solving mindset with a proactive and solution-oriented approach

Nice To Haves

Basic SQL knowledge
Knowledge of the legal industry
Experience with a CRM or ticketing platform (e.g., Zendesk, Salesforce)
Familiarity with dashboard tools (e.g., Tableau, Looker, Power BI)

Responsibilities

Uses AI-assisted monitoring tools to track activity and outcome metrics such as adoption/usage trends, response times, CSAT/NPS while identifying anomalies and at-risk tickets.
Assists in developing and refining early-warning indicators (e.g., sentiment shifts, repeat contacts, response delays) that support proactive intervention by the Customer Success team.
Escalates high-priority issues to appropriate team members, using AI-generated summaries to expedite context-sharing and handoffs.
Maintains and improves weekly reporting dashboards, utilizing AI tools to automate data collection and highlight trends requiring attention.
Partners with Customer Success Managers and support agents to ensure ticket data is accurate, complete, and structured for reliable AI analysis.
Analyzes recurring issues and root-cause patterns across tickets and presents proactive recommendations to the team.
Evaluates and recommends improvements to AI-assisted operational workflows.
Assists in documenting standard operating procedures that reflect the team's proactive, AI-supported operating model.
Supports ad hoc reporting and analysis requests from Customer Success leadership using AI-based tools.
Performs other projects as assigned.