Operations Analyst

Rhythm Energy•Houston, TX

12d•$50,000 - $55,000•Hybrid

About The Position

We’re hiring an Operations Analyst to join Rhythm’s Operations team and help deliver the exceptional customer experience that sits at the heart of our business. This role is ideal for someone with a strong contact center or customer support background who is ready to expand into broader corporate operations. You’ll take ownership of customer escalations and complex account issues while working across billing, account management, utilities, vendors, and internal teams to drive problems through resolution. This role goes beyond resolving individual customer issues. You’ll also use customer feedback and operational data to identify patterns, uncover root causes, and help improve the processes and systems behind the customer experience. We’re looking for someone who combines empathy and strong communication with analytical thinking and an ownership mindset—someone who can de-escalate a difficult customer situation one moment and dig into the operational cause behind it the next.

Requirements

2+ years of experience in a contact center, customer support, customer operations, or similar customer-facing environment
Professional fluency in both English and Spanish
Ability to work from our Houston office at least three days per week, ideally Monday through Wednesday
Exceptional written and verbal communication skills with demonstrated ability to handle escalations and difficult customer situations professionally
Strong analytical and problem-solving skills with the ability to investigate issues and identify root causes
Sharp attention to detail and a strong sense of ownership
Ability to learn new systems, processes, and operational workflows quickly
Comfortable working across teams and external partners to drive issues to resolution
Ability to prioritize effectively and operate independently in a fast-paced, evolving environment
Proficiency with Excel and data visualization tools

Nice To Haves

Experience in retail energy, electricity, utilities, or another highly regulated industry
Experience with customer support or ticketing platforms
Exposure to Electronic Data Interchange (EDI) systems or transaction management
Experience documenting business processes or testing operational workflows
Experience writing queries to pull and analyze data, and comfort using AI tools

Responsibilities

Own customer inquiries, escalations, and complaints end-to-end, communicating clearly, de-escalating professionally, and driving issues through resolution
Support billing, account management, service setup, and transfer requests while partnering with utilities and vendors to resolve transaction issues
Identify and resolve at-risk customer situations before they escalate, helping strengthen customer retention
Educate customers on their accounts, products, and available options, including supporting Spanish-speaking customers
Analyze customer feedback and operational data to identify trends, recurring issues, and root causes
Turn those insights into recommendations that improve customer experience and operational efficiency
Document workflows, resolutions, and best practices to strengthen Rhythm’s internal knowledge base and improve team consistency
Collaborate cross-functionally to surface bugs, operational risks, and customer-impacting issues
Support crisis response and time-sensitive operational needs while consistently meeting established service-level agreements (SLAs)