Customer Operations Analyst

Greenlight Financial Technology • Atlanta, GA

7d • Hybrid

About The Position

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. They proudly serve more than 6 million parents and kids with their award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future, while kids and teens learn to earn, save, spend wisely, and invest. The Customer Operations Analyst will play a key role in helping Greenlight plan, analyze, and optimize customer support operations. This role sits at the intersection of operations and analytics, and is responsible for translating customer demand into actionable insights, improving forecasting and capacity planning processes, and driving operational efficiency across both in-house and BPO teams. This is a hands-on role for someone who enjoys working with data, solving ambiguous problems, and building processes that scale. Over time, this role will have the opportunity to expand into broader areas of operations strategy, process improvement, and cross-functional initiatives as the function evolves.

Requirements

• 3–6 years of experience in operations, analytics, customer support, or workforce management
• Strong analytical skills (Excel/Google Sheets required; SQL or similar tools a plus)
• Experience working with data to build forecasts, models, or operational insights
• Understanding of customer support operations and key metrics (volume, AHT, service levels, etc.)
• 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 broader areas such as operations strategy, analytics, or program management

Nice To Haves

• Familiarity with WFM or support tools (Assembled, Zendesk, etc.)
• Proficiency in SQL and data tools such as Snowflake, Tableau, or Looker
• Experience working with BPO or offshore teams
• Background in fintech or other high-growth environments

Responsibilities

• Build and maintain contact forecasts across channels, incorporating seasonality, growth trends, product launches, and marketing initiatives
• Translate forecasts into staffing and capacity plans across in-house and BPO teams
• Monitor forecast accuracy and adjust assumptions based on performance and new data
• Analyze customer support data to identify trends, drivers of volume, and opportunities for efficiency
• Build and maintain models (Excel/Google Sheets, SQL, etc.) to support forecasting and operational decision-making
• Deliver clear, actionable insights to leadership, highlighting risks, tradeoffs, and recommendations
• Support initiatives to improve operational efficiency, including channel strategy, automation (AI), and process improvements
• Partner with Product, Marketing, Data, and Operations teams to understand demand drivers and align planning
• Establish and support operating cadences (weekly/monthly reviews, forecasting updates, capacity planning discussions)
• Identify opportunities to improve agent utilization, reduce cost per contact, and maintain service levels
• Support scheduling and real-time operations as needed, with a focus on improving systems rather than owning execution long-term
• Collaborate with BPO partners to align on staffing plans and performance expectations
• Simplify and improve existing processes to increase transparency and scalability
• Identify opportunities for automation as tools and systems evolve
• Help shape how customer operations planning evolves over time
• Assess current tools and processes, identify opportunities for improvement, and partner cross-functionally to implement new solutions
• Support and lead the rollout of new tools (e.g., WFM, reporting, or analytics platforms) to improve visibility and scalability

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed