Senior Support & Enablement Operations Analyst

TL;DR

Senior Support & Enablement Operations Analyst (Data Analytics): Optimizing support operations and tech stack by building and maintaining functionality in Salesforce and creating reports for key KPIs. Focus on cross-functional collaboration to improve automations and building a first-class Salesforce Service Cloud environment.

Location: Canada, United States

Salary: $120,800 – $151,000

Company

hirify.global makes app development easier so developers can focus on what matters.

What you will do

• Build and maintain functionality and processes leveraging Salesforce for scalable case management and escalation process.
• Create and update documentation related to team workflows and automations.
• Generate and analyze reports for support, provisioning, and enablement functions to ensure meeting key KPIs.
• Collaborate with Product, Engineering, and Customer Success teams to relay feedback and trends on cross-functional support issues and customer experience.

Requirements

• 4+ years in support operations or similar.
• Experience with admin tasks in Salesforce (ideally related to Service Cloud).
• Sigma, Tableau, or a similar reporting and visualization tool.
• Proficiency with Excel/Google sheets.
• Good written communication skills.
• Ability to work remotely across time zones.

Culture & Benefits

• Freedom & flexibility; fit your work around your life.
• Designated quarterly Whaleness Days plus end of year Whaleness break.
• Home office setup.
• 16 weeks of paid Parental leave.
• Technology stipend equivalent to $100 net/month.
• PTO plan that encourages you to take time to do the things you enjoy.
• Remote-first culture, with offices in Seattle and Paris.