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Customer Success Operations Analyst

Austin, TX

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

Ready to level up the Customer Success function for a hyper-growth B2B SaaS company? In this role you will be joining Qualia’s Revenue Operations (RevOps) team to do just that. RevOps is providing resources and tools that drive Qualia’s accelerating momentum. 

As a Customer Success Operations Analyst, you will manage the processes, data, and systems used for our customer success and support teams.

RESPONSIBILITIES

As a Customer Success Operations Analyst you will: 

  • Manage and optimize systems critical to the success of our Customer Success and Support teams
  • Build new processes and features in key systems (Zendesk and Totango) that drive greater efficiency and insight into support teams
  • Collaborate with senior operations analysts to create and deliver a roadmap of operational enhancements for supported teams
  • Own regular reporting on the performance of Customer Success and Support organizations
  • Provide general support on ad-hoc projects related to Customer Success and Support
  • Proactively monitor and communicate any issues with supported systems
  • Maintain accurate and detailed documentation of systems you own

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

As a Customer Success Operations Analyst you have: 

  • Experience administering customer support and/or customer success management tools (ideally Zendesk and/or Totango)
  • An affinity for technology. You are able to understand the capabilities and limitations of technology which allows you to effectively evaluate the business requirements of your stakeholders
  • An owner mentality. You take pride in your work and aim to deliver a high quality product
  • A problem-solving mindset. You anticipate challenges and complications, know when to escalate, and understand what tradeoffs should be made
  • A strong desire to execute and drive impact with projects big and small
  • Project management skills. You can scope a project, break it into chunks, execute against a work plan, and communicate progress regularly
  • Previous experience in Customer Support management and/or operations, Customer Success Operations, Sales Operations, or Business Operations
  • Based in Austin, TX with the ability to work in the office a minimum of three days per week is required

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

 

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