Support Operations Analyst

Responsibilities:Workforce Planning and Forecasting- Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams- Forecast support volume by analyzing historical trends, product release calendars, model launches, and customer base growth projections- Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections- Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements- Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models- Develop frameworks for prioritizing automation initiatives based on volume impact and deflection potentialAnalytics and Reporting- Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics- Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)- Surface trends and insights that inform operational decisionsidentifying what's driving volume, where bottlenecks emerge, and where investment is needed- Translate complex data into clear recommendations for leadership and cross-functional partnersOperational Partnership- Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality- Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews- Work with Product and Engineering to anticipate how launches and feature changes will impact support demand- Contribute to vendor performance management by establishing metrics frameworks and reporting cadences You might be a good fit if you:- Have 4+ years of experience in workforce management, support operations analytics, business analytics, or similar rolesideally in a support or customer success context- Are deeply analytical with strong SQL skills and experience with data warehouses (e.g., BigQuery) and analysis tools like Hex, Looker, or similar- Have hands-on experience with forecasting and capacity planning, including modeling staffing needs against service level targets- Are comfortable working with ambiguityyou can take a vague question, scope it into an answerable problem, and deliver insights that drive decisions- Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact- Have experience working with BPO or vendor partners on staffing, performance, and capacity alignment- Communicate clearlyyou can translate technical analysis into narratives that resonate with both operational teams and executives- Are curious about AI and excited to work in an environment where the product and support landscape evolve rapidly- Thrive in fast-paced environments and can balance building foundational infrastructure with responding to urgent business questions- Have experience with workforce management platforms (e.g., Assembled, NICE, Calabrio) is a plus, but not requiredThe annual compensation range for this role is listed below.For sales roles, the range provided is the roles On Target Earnings (

Created: 2026-01-28