Operations Analyst

Rhythm Energy

8d•Remote

About The Position

Rhythm is hiring an Operations Analyst to join its Operations team and help deliver an exceptional customer experience. The role is suited to someone with contact center or customer support experience who is ready to expand into broader corporate operations. The analyst owns customer escalations and complex account issues, coordinating with billing, account management, utilities, vendors, and internal teams to drive problems through resolution. In addition to resolving individual customer issues, the Operations Analyst uses customer feedback and operational data to identify patterns, root causes, and opportunities to improve processes and systems. The position calls for empathy, strong communication, analytical thinking, and ownership. It is remote and involves working independently and cross-functionally in a fast-paced, evolving environment. Success in the first 12 months includes handling escalations accurately and empathetically, proactively addressing at-risk customer situations, translating feedback and data into actionable improvements, improving internal documentation and visibility, and becoming a trusted partner across Operations and other teams.

Requirements

At least 2 years of experience in a contact center, customer support, customer operations, or a similar customer-facing environment.
Exceptional written and verbal communication skills, including the ability to handle escalations and difficult customer situations professionally.
Strong analytical and problem-solving skills, including 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.
Ability to work across teams and with external partners to drive issues to resolution.
Ability to prioritize effectively and work independently in a fast-paced, evolving remote 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; communicate clearly, de-escalate professionally, and drive issues to resolution.
Support billing, account management, service setup, and transfer requests, partnering with utilities and vendors to resolve transaction issues.
Identify and resolve at-risk customer situations proactively to help strengthen customer retention.
Educate customers about their accounts, products, and available options.
Analyze customer feedback and operational data to identify trends, recurring issues, and root causes.
Turn insights into recommendations that improve customer experience and operational efficiency.
Document workflows, resolutions, and best practices to strengthen the 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 meeting established service-level agreements (SLAs).