Customer Operations Analyst

Greenlight Financial Technology•Atlanta (Remote Friendly), GA

1d•Hybrid

About The Position

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