Operations Associate

About the Role

We are looking for a proactive and detail-oriented Support Operations Associate to support the day-to-day operations of our Customer Success and Support organization. This role will work closely with support managers, team leaders, and cross-functional stakeholders to ensure smooth operational processes, accurate reporting, workforce coordination, and an excellent customer experience.

This is an excellent opportunity for someone with experience in customer support operations, service delivery coordination, business operations, or customer success administration who enjoys working in a fast-paced and collaborative environment.

Key Responsibilities

Support Operations

• Assist in monitoring support KPIs, service levels, and operational performance.
• Maintain and track support metrics, dashboards, and reports.
• Identify operational issues and escalate risks to relevant stakeholders.
• Support the coordination of support-related initiatives and improvement projects.
• Help ensure adherence to support processes, policies, and best practices.

Stakeholder Coordination

• Work closely with Customer Success, Support, Product, and other internal teams to facilitate effective communication.
• Coordinate meetings, action plans, and follow-ups related to operational activities.
• Support escalation management and ensure timely resolution of customer-impacting issues.
• Assist with onboarding activities and internal process documentation.

Workforce & Process Support

• Support hiring and onboarding administration for new team members.
• Maintain workforce planning trackers and team resource data.
• Assist with training coordination and capability development initiatives.
• Help improve operational processes to increase efficiency and consistency.

Continuous Improvement

• Contribute ideas to improve customer experience and support delivery.
• Support process optimization initiatives and documentation updates.
• Participate in operational reviews and provide insights from reporting and analysis.
• Monitor trends in support data and highlight opportunities for improvement.

Skills & Experience

Required

• 4-6 years of experience in Customer Support, Customer Success Operations, Service Delivery, Business Operations, or related functions.
• Strong organizational and administrative skills.
• Experience working with reporting tools, spreadsheets, and operational dashboards.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with strong problem-solving skills.
• Proficiency in Microsoft Excel and Microsoft Office tools.

Preferred

• Experience within hospitality, software, SaaS, or technology environment.
• Exposure to customer support platforms such as Salesforce, Zendesk, Gainsight, Freshdesk, or similar tools.
• Experience supporting KPI tracking, workforce planning, or operational reporting.
• Familiarity with customer satisfaction measures such as CSAT, NPS, or SLA reporting.

Success Measures

The success of the Support Operations Associate will be measured through:

• Accuracy and timeliness of operational reporting.
• Support KPI tracking and visibility.
• Process compliance and documentation quality.
• Contribution to operational improvement initiatives.
• Stakeholder satisfaction and collaboration.
• Support for onboarding and workforce coordination activities.