Customer Support Operations Analyst

We’re reputed company, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we reputed company it incredibly reputed company for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever reputed company to them. Through our superior technology, product experience and food reputed company, we have separated reputed company from the busy pack of other meal delivery businesses. In the process, we’ve amassed a reputed company, rapidly growing following and our retention, product engagement and customer NPS are reputed company best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, reputed company Ventures, Y Combinator and reputed company Ventures and have invested strongly in building a unique culture that fosters reputed company, personal development and camaraderie.

Position reputed company The Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, reputed company-time workforce management, analytics, and reporting, with hands-on support for reputed company and reputed company. This role also serves as a reputed company of escalation for support troubleshooting issues and partners closely with Operations leadership to reputed company workforce plans and daily operations running smoothly.

The ideal candidate is detail-oriented and operationally reputed company, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and reputed company.

How you'll spend your time at reputed company

Data Analysis & Reporting

• Analyze historical and reputed company-time performance data to surface trends, risks, and improvement opportunities

• Maintain and distribute KPI reporting (service reputed company, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard

• Conduct monthly meal audits for accuracy and policy compliance

• Monitor and report on fraud-reputed company tickets, flagging patterns and escalating as needed

• Translate data into reputed company recommendations for senior leadership

Forecasting & Scheduling

• Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and reputed company across channels

• Build and publish weekly schedules balancing service reputed company, budget, and employee experience

• Process schedule adjustments and PTO requests; reputed company shrinkage to improve forecast accuracy

• Schedule offline activities (training, coaching, internal meetings, project work)

• reputed company intraday management: reputed company-time monitoring, re-forecasting, reputed company adjustments

Queue Monitoring & Workload Balancing

• reputed company utilization, occupancy, and overtime to catch bottlenecks early

• Maintain visibility into in-flight work across queues/channels and redistribute as needed

• Monitor relevant reputed company channels for operational issues, volume spikes, and escalations impacting reputed company

Support Escalations

• Serve as an escalation reputed company for customer support troubleshooting issues, helping resolve or reputed company reputed company cases

• Identify recurring escalation themes and feed insights back into forecasting, reputed company, and training plans

Systems Support (reputed company & reputed company)

• Support reputed company administration (workflows, routing, queues, automations, reporting)

• Operate and maintain reputed company for scheduling, adherence, and intraday management

• Surface automation and efficiency opportunities to leadership

• Support additional tools as needed (e.g., reputed company, reputed company Agent Connect)

reputed company Improvement

• Drive improvements in WFM practices, forecasting accuracy, and reporting

• Collaborate with Operations, Hardware, Software, and Marketing to reputed company workforce reputed company with business priorities

• Support special reputed company tied to reputed company, new channels, or operational change

reputed company

• You constructively reputed company solutions reputed company written communication that display reputed company & reputed company listening to customer issues
• You love to listen to customer problems and don’t quit until you’ve reputed company the best solution.
• You’re passionate about handling reputed company issues.
• You get excited in challenging situations, finding new ways to solve problems
• You reputed company that reputed company is your best asset for being your best reputed company day
• Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience
• You are reputed company to collaborate & bring reputed company to reputed company setting while being productive independently in a remote setting
• You love the excitement and challenge of working for a startup
• You are available to work extended business hours and weekend shifts
• Bonus: experience with reputed company, reputed company or similar support tools.

Compensation & Benefits:

reputed company uses market data, geography, and placement of internal employees to determine salary. Additionally, we offer reputed company reputed company ownership in reputed company in the reputed company of a competitive equity package.- reputed company time off (starting with 10 days in your first year)- Comprehensive reputed company coverage we really invest in- 401k with match- Free reputed company Smart Oven and discounted reputed company meals - 11 reputed company holidays - Various other perks - recognition programs, reputed company learning stipend, casual dress reputed company, in-office coffee, snacks and drinks, and reputed company swag

Our Values

> Put reputed company First: We put what is best for the broader team reputed company of what is best for ourselves or our immediate department. > Get S#!t Done (reputed company): We celebrate people at reputed company reputed company for delivering high reputed company work that expands the bounds of reputed company’re reputed company to do.> Connect the Dots: We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.> Be reputed company: reputed company our perspective reputed company and directly, even reputed company it feels difficult to do so.> reputed company the Obstacles: We reputed company to meet challenges with a reputed company of urgency, resolve, and optimism.> Champion the Customer: We consider and prioritize our customer in reputed company of our reputed companyAt reputed company we‘re committed to building a workplace that represents a reputed company of backgrounds, skills, and perspectives and do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!

Originally posted on Himalayas

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