Customer Operations Analyst

You'll build and maintain the infrastructure that our customer experience teams depend on: the CRM workflows, the dashboards, the business review materials, and the operational playbooks that keep us aligned and accountable to our customers. In an environment where infrastructure complexity is high and customer expectations are higher, your work directly impacts how well we scale our customer experience without sacrificing quality.

What You'll Do

• Serve as the operational backbone for our core customer operations stack, including Monday.com (CRM and workflow management), Jira (issue tracking and escalation workflows), and our customer-facing dashboards.
• Design and maintain workflows, automations, and data structures that give the Customer Experience team real-time visibility into account health, open issues, and engagement status.
• Be a driver of data hygiene and process consistency across all platforms – you will build and manage dashboards and create reports that drive decisions.
• Support our Technical Account Managers by preparing Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) for our customer accounts, including data gathering, SLA tracking, and producing decks and documentation.
• Build and maintain standardized reporting templates that can be customized per customer.
• Track and report on key customer health indicators including SLA performance.
• Coordinate customer feedback programs including NPS and CSAT surveys, and synthesize results into actionable insights for the team.

What We're Looking For

• 3–5 years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS, cloud infrastructure, or technical services environment.
• Hands-on experience administering CRM or project management tools (Monday.com experience strongly preferred; Salesforce, HubSpot, or equivalent is a plus).
• Proficiency with Jira or similar ticketing systems, including workflow configuration and reporting.
• Strong analytical skills - you're comfortable building reports, interpreting utilization and support data, and turning numbers into a coherent story.
• Experience owning or contributing to QBR/MBR preparation, ideally in a technical or infrastructure-adjacent context.
• Exceptional organizational skills and an unusually high bar for accuracy. You catch the things others miss.
• Ability to work across technical and non-technical stakeholders - you don't need to be an infrastructure engineer, but you need to be comfortable in rooms with them.
• A bias toward building systems and documentation, not just completing tasks.