Support Operations Analyst

📋 Description

• Build staffing models translating SLA targets into headcount.
• Forecast support volume from trends, launches, and growth.
• Include AI support effectiveness in capacity models.
• Shape problems by turning messy data into clear narratives.
• Manage forecasting and capacity for FTE and vendor teams.
• Model scenarios to guide staffing investments and vendor mix.

🎯 Requirements

• 4+ years in workforce management, support analytics, or related roles.
• SQL expertise with data warehouses (BigQuery) and tools (Hex, Looker).
• Forecasting and capacity planning experience.
• Ability to scope ambiguous problems and deliver actionable insights.
• Understanding of SLAs, handle time, CSAT, deflection, and impact on business.
• Experience with vendor/BPO staffing and capacity alignment.

🎁 Benefits

• Competitive compensation and benefits.
• Optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours.
• Lovely office space.