Customer Support Operations Analyst

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Tovala

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

🛒 Retail

☁️ SaaS

💰 Series C on 2022-08

eCommerce • Retail • SaaS

Tovala is a meal service company that specializes in delivering fresh, mostly-prepared meals to your door, designed to be effortlessly cooked in their unique Tovala Smart Oven. The service aims to make meal preparation stress-free by providing meals that can be made in about 20 minutes with minimal prep, utilizing a QR code scanning system that automates the cooking process. Tovala offers a range of flexible meal plans to cater to different schedules and dietary needs, ensuring restaurant-quality meals at home with little cleanup required.

📋 Description

• Support data-informed workforce strategies across Customer Support Operations • Handle day-to-day scheduling, real-time workforce management, analytics, and reporting • Serve as a point of escalation for support troubleshooting issues • Partner closely with Operations leadership to keep workforce plans and daily operations running smoothly • Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing • Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

🎯 Requirements

• Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience • You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting • You love to listen to customer problems and don’t quit until you’ve found the best solution. • You get excited in challenging situations, finding new ways to solve problems • You believe that the team is your best asset for being your best each day • You love the excitement and challenge of working for a startup • Bonus: experience with Zendesk, Slack or similar support tools.

🏖️ Benefits

• Paid time off (starting with 10 days in your first year) • Comprehensive healthcare coverage we really invest in • 401k with match • Free Tovala Smart Oven and discounted Tovala meals • 11 Paid holidays • Various other perks - recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag