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Babylist · 3 weeks ago

Senior Support Operations Analyst

United States

Full-time

Remote

Mid, Senior Level

$111K/yr - $133K/yr

7+ years exp

Babylist is the leading registry, e-commerce, and content platform for growing families. As a Senior Support Operations Analyst, you'll be responsible for building and optimizing the Customer Support infrastructure, including managing the support tech stack and driving system improvements while ensuring high-quality support for users.

BabyE-CommerceHealth CareInternetMarketplaceParentingToys

Growth Opportunities

Hiring Manager

Danielle Bridgewater

Responsibilities

Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems

Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)

Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions

Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution

Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions

Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model

Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality

Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases

Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value

Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction

Lead structured change management processes for customer support tools and workflows, ensuring readiness across agents, leadership, and systems

Collaborate with Strategic Sourcing and Tech partners to evaluate tools and optimize the support stack

Qualification

Advanced SQL proficiencyZendesk experienceDashboard buildingAI chatbot implementationData integrationChange managementCross-functional collaborationAnalytical skillsUser-centric mindsetCommunication skillsAdaptability

Required

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments

Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience

Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics

3+ years hands-on experience with Zendesk(or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations

Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions

Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support

Experience integrating data across multiple systems and working with APIs

Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics

Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support

Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)

Comfortable managing multiple support systems and vendor relationships (Zendesk), with a focus on usability and impact

Confident communicator able to work across technical and non-technical teams

Experienced partnering with offshore and remote support teams across multiple time zones

Skilled at working cross-functionally with engineering, product, data, and supply chain teams to translate technical requirements and drive solutions

Deeply user-centric, with a mindset grounded in empathy, clarity, and continuous improvement

Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity

Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks

You're comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center