Back to jobs

Senior Customer Success Operations Analyst

Austin, TX or Remote

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 join Qualia's Revenue Operations (RevOps) team, which provides the resources and tools that drive our accelerating momentum.

As a Senior Customer Success Operations Analyst, you will drive operational excellence across our customer success organization, partnering with both Support and Managed Services teams to optimize processes, workflows, and performance. In this role, you will own the technical architecture and strategic development of our Zendesk deployment as part of a comprehensive support ecosystem. You will also be a leader in innovating how we serve our customers, pioneering AI-forward solutions,  and collaborating effectively with stakeholders. You will be responsible for answering critical business questions, such as:

  • How can we optimize our Zendesk workflows for faster customer resolutions?
  • How can we analyze support data trends and customer signals to build early warning systems that prevent small issues from escalating? 
  • How can we use AI to ensure the right tickets reach the right people first?
  • Which emerging AI technologies should we pilot to stay ahead of customer expectations and better answer the questions above?

If you are excited to answer these questions while building the solutions, this is an opportunity you won’t want to miss.

RESPONSIBILITIES

  • Zendesk Mastery & Administration: Own all aspects of Zendesk configuration, optimization, and expansion. You will build and maintain complex workflows, integrations, triggers, automations, and macros, and design scalable custom fields, forms, and reporting structures for a unified deployment that includes multi-brand architecture, customer content, workforce management, and telephony
  • CS Tools & Implementation: Proactively research, test, and deploy new solutions across our customer success operations. You will experiment with and stay current on emerging CS and AI technologies (especially in the world of support), assessing their potential for Support and Services applications
  • Support Analysis & Optimization: Analyze trends and drivers of support volume to consistently identify opportunities for reduction through intelligent automation, AI-powered insights, and process optimization. You will act as the go-to Zendesk operations expert for multiple groups across our two brands, Qualia and Resware
  • Platform Optimization: Continuously refine Zendesk and ancillary systems to improve agent productivity and the customer experience. You will build sophisticated reporting dashboards and performance metrics that provide actionable management insights to answer day-to-day questions about our metrics and to support regular performance reviews
  • Customer Success Ops Leadership: Serve as a proactive partner and leader to the Customer Success, RevOps, and CS Operations teams.

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • Zendesk Power User Expertise: Deep, hands-on experience with Zendesk administration, including advanced configuration of triggers, automations, workflows, custom fields, and reporting. You understand Zendesk's capabilities and limitations and can architect solutions that maximize the platform's potential
  • AI Curiosity & Implementation Experience: A genuine excitement about AI technologies and their applications in customer success. You have experience experimenting with AI tools, implementing automation solutions, staying current with emerging technologies, and are unafraid to trial new features and build proof-of-concepts.
  • An Owner's Mentality: You take pride in your work and view what you do as a part-owner and builder of Qualia
  • A Problem-Solving Mindset: You anticipate challenges and complications, know when to escalate, and understand what tradeoffs should be made—especially when evaluating new AI solutions and platform changes
  • An Eye for Analytics: You know what questions to ask, what the data says, and what actions can be taken based on the results. You are a spreadsheet power user and can create data visualizations and leverage AI tools for advanced analysis
  • Technical Aptitude: You are comfortable learning new technologies quickly, understanding how different systems integrate, and can scope technical requirements while communicating effectively with both technical and non-technical stakeholders
  • A Drive to Execute: You have a strong desire to drive impact and demonstrate urgency with projects big and small—from quick AI tool trials to comprehensive workflow overhauls
  • Project Management Expertise: You can scope a complex project, break it into manageable tasks, and execute against a work plan. You communicate deliverables regularly, avoid preventable emergencies, and always consider enablement
  • A minimum of 3 years of progressively increasing responsibility in Customer Support Operations, Customer Success Operations, or Business Operations, with demonstrated experience in platform administration and process optimization

PREFERRED QUALIFICATIONS 

  • Zendesk Administrator certification or equivalent demonstrated expertise
  • Experience with AI/ML tools, automation platforms, or chatbot implementation
  • Background in data analysis and visualization tools beyond Excel
  • Experience with workflow automation, system integration, and business process optimization
  • Familiarity with Salesforce administration and integration capabilities

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.

By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.

#LI-Remote

Create a Job Alert

Interested in building your career at Qualia? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

​If yes, you can always opt-out by replying STOP.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Qualia’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.