Senior Support And Services Operations Analyst

TL;DR

Senior Support And Services Operations Analyst (Customer Support): Building scalable processes, systems, and insights to empower support for hirify.global Cloud with an accent on operational excellence, data integration, and customer health analytics. Focus on designing workflows, automating reporting, and collaborating cross-functionally to optimize support and post-sales operations.

Location: Remote (United States)

Salary: $128,000-$160,000

Company

hirify.global is an open source programming model company focused on simplifying code and improving developer experience by building reliable software tools.

What you will do

• Design and document scalable support processes including ticket routing, SLAs, and escalation paths.
• Develop analytics and dashboards to measure customer health, case trends, and support performance.
• Integrate support data with GTM systems like Salesforce and Slack for unified visibility.
• Collaborate with Product and Data Analytics to identify product improvement opportunities from support data.
• Optimize support capacity planning and link support performance to business growth metrics.
• Manage support tools, configurations, and operational workflows for high-tier customer benefits.

Requirements

• Location: Must be able to work remotely within the United States
• Experience with Salesforce and customer support platforms such as Zendesk and Pylon.
• Strong data fluency with hands-on experience in SQL and BigQuery for analytics and reporting.
• Ability to manage structured processes across multiple functions with high accuracy and timeliness.
• Comfortable working with technical, operational, and relationship-focused stakeholders.
• High accuracy in data entry, entitlement tracking, and process documentation.

Culture & Benefits

• Unlimited PTO, holidays, and floating holidays.
• Comprehensive medical, dental, and vision coverage with 100% premiums paid.
• 401K plan and various insurance options including life and disability.
• Generous allowances for work-from-home meals, career development, lifestyle spending, and office setup.
• Access to mental wellness resources including Calm app subscription.