Pricing

Customer Support Operations, Senior Analyst
Remote/ Austin, TX, Boulder, CO

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our 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 platform, providing greater clarity and transparency to real estate transactions. Today, millions of

WHAT YOU'LL WORK ON

Ready to level up the Customer Support 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. The RevOps team is providing resources and tools that drive Qualia's accelerating momentum.

As a Customer Support Operations, Senior Analyst, you will manage the processes, data, and systems used for our expanding customer support team.

You will answer questions like; Why does support call volume continue to increase? Should we be prioritizing support for certain customer types? How do certain trends impact call volumes and call types? How can we increase availability for customer handle time while using a set number of resources? If you see yourself expertly answering these type of questions, you don't want to miss this opportunity.

RESPONSIBILITIES

As a Customer Support Operations, Senior Analyst you will;

  • Analyze trends and drivers of support volume and consistently identify opportunities to reduce support volumes, inform staffing decisions, and improve support efficiency.
  • Manage support tools & process to help drive productivity and effectiveness of the support teams.
  • Own forecasting, schedule creation, and optimization to achieve service level and pickup percentage targets.
  • Own CSR performance dashboards and reporting for managers to enable them to effectively performance manage their teams.
  • Deftly aggregate data across multiple sources, expertly deliver insights, and partner with a diverse set of teams to improve overall program performance.
  • Provide general support on ad-hoc projects related to Customer Support (e.g., scaling customer case automation).
  • Set monthly and quarterly goals for customer support team members based on key parameters.
  • Act as the go-to operations person for three support teams across Qualia; Resware Customer Support, Resware Technical Support, and Qualia Support.

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

As a Customer Support Operations, Senior Analyst you have;

  • An owner 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.
  • An eye for analytics. You know what questions to ask, what the data says, and what actions we can take based upon the results. You are a power user of Excel and have the ability to create data visualization.
  • A strong desire to execute, drive impact, and demonstrate urgency with projects big and small.
  • Project management reps. You can scope a complex project, break it into chunks, and execute against a work plan. You communicate deliverables regularly and avoid preventable fire drills.
  • An affinity for technology. You are able to understand the capabilities and limitations of technology (specifically Service Cloud, Monet, and Talkdesk) which allows you to clearly articulate the business requirements of your stakeholders.
  • A minimum 3 years of ever-increasing responsibility.
  • Previous experience in Customer Support management and/or operations, Customer Success Operations, Sales Operations, or Business Operations.

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. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, 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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