Mia Labs · 1 week ago
Support Operations Analyst
Austin Office
Full-time
Hybrid
Entry, Mid LevelMia Labs is an investor-backed startup aiming to modernize dealership operations and enhance the automotive consumer experience. The Support Operations Analyst will work closely with the Client Success Analyst to manage issue reports, maintain tech support tickets, and improve operational efficiency for dealerships.
Artificial Intelligence (AI)Information Technology
Responsibilities
Monitor incoming Issue Reports from dealerships and account teams
Triage, categorize, and prioritize issues based on impact and agreed SLAs
Investigate calls using our dashboard and logging tools (e.g., “who hung up?”, routing behavior, silence, missed transfers)
Draft clear, empathetic client responses and collaborate with CS/Accounts on messaging when needed
Create and maintain structured Tech Support (TS) tickets in Jira (or equivalent), with clear problem statements, examples, and acceptance criteria
Identify duplicate or related issues and help group/merge them under shared root causes
Track progress on tickets and keep their status, notes, and links to Issue Reports up to date
Partner with Engineering to clarify requirements, reproduce issues, and verify fixes
Help identify patterns across dealerships (e.g., recurring routing problems, integration failures, scheduling behavior)
Work with your manager to flag “at-risk” accounts based on volume, severity, and type of issues
Assist in basic validation around integrations (xTime, MyStatusPlus, CRM integrations, etc.) following agreed playbooks
Contribute to and maintain internal documentation (Confluence, Google Docs, etc.) for: Common issues and resolutions, Configuration behaviors in the Mia dashboard, How-to guides for internal teams and dealers
Help build and maintain TextExpander (or similar) snippets so responses are consistent and fast
Suggest improvements to our dashboards, views, and workflows to make it easier to triage and resolve issues
Qualification
Required
Experience in a support, operations, CS, QA, or technical troubleshooting role
Strong written communication — you can explain complex behavior in simple, direct language
Comfort digging through tools/logs to answer 'what actually happened here?'
Solid organizational skills: you can keep many small issues straight while still spotting big-picture patterns
A collaborative style: you're comfortable working with CS, Accounts, Implementation, and Engineering, and asking questions when something's unclear
Curiosity and resilience, you like unraveling root causes, not just closing the first symptom you see
Preferred
Experience with Jira, HubSpot, or similar ticketing/CRM tools
Exposure to telephony, contact centers, or integrations (e.g., xTime, CDK, other dealer tools)
Experience building or maintaining internal knowledge bases (Confluence, Notion, Google Sites, etc.)
Benefits
Equity participation through stock options.
Fully paid health, vision & dental insurance for employees.
Flexible PTO and hybrid schedule (3 days / week in downtown Austin).
Free lunches, paid parking, team events, and a casual, but get things done culture.
Company
Mia Labs
Mia Labs is an Artificial intelligence employee to answer calls, schedule appointments, and provide assistance.
Founded in 2023
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$9M2025-05-28Series Unknown· $9M
Company data provided by crunchbase