automatiq - Customer Operations Analyst

• Customer Operations Systems Ownership • Serve as primary owner and administrator of core Customer Operations platforms, including Intercom, and support adjacent systems such as HubSpot, Monday.com, Pendo, and related tools. • Design and maintain inbox architecture, routing logic, automation rules, tagging structures, and workflow configuration. • Ensure systems accurately reflect customer lifecycle stages, entitlements, operational workflows, and risk indicators. • Maintain proper connectivity and architecture across operations-owned enterprise software. • Evaluate new tooling needs, eliminate redundant systems or feature overlap, and support vendor selection, renewals, and cost optimization. • Consolidate administrative access and governance to minimize operational risk and misuse. • Partner with Product and Engineering to align system logic with product behavior, integrations, and policy changes. • Data, Analytics & Operational Visibility • Build and maintain dashboards and reporting that provide visibility into: • Customer engagement, adoption, and health trends • Support and service performance (volume, SLA adherence, AHT, CSAT, QA trends) • Team productivity and operational efficiency • Marketplace and customer risk indicators • Establish productivity baselines and capacity models to support forecasting and efficient hiring plans. • Deliver recurring operational insights that surface trends, risks, and improvement opportunities. • Help define quantitative standards of performance across services roles and teams. • Ensure operational data is clean, connected, and reliable across systems. • Workflow Optimization & Automation • Design scalable workflows supporting Support, Customer Success, and Partner Operations. • Reduce manual work through automation, improved routing logic, and system configuration. • Improve cross-team handoffs by standardizing operational data fields, triggers, and checkpoints. • Build automations and programs within the existing tech stack to support proactive operations. • Customer Performance & Risk Enablement • Analyze behavioral and operational data to identify early indicators of customer or marketplace risk. • Segment customers using operational and behavioral attributes (usage, engagement, sentiment, activity patterns). • Establish monitoring mechanisms that alert teams to potential issues before escalation. • Enable proactive outreach and treatment programs for underperforming or at-risk customers. • Recommend safeguards or operational controls for specific customer segments. • Continuously refine risk signals and operational monitoring as patterns evolve. • Enablement & Documentation • Train operations teams on systems, workflows, and effective data usage. • Create and maintain SOPs, process documentation, and operational playbooks. • Act as an internal subject matter expert and first point of contact for CX tooling and operational reporting questions. • Support launches and policy updates by ensuring systems and reporting are prepared in advance.