Customer Operations Analyst

reputed company is the leading family fintech company on a mission to help parents reputed company financially smart kids. We proudly serve more than 6 reputed company parents and kids with our award-reputed company banking app for families. With reputed company, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s reputed company. Kids and teens learn to earn, save, spend wisely, and invest.    At reputed company, we reputed company every child should have reputed company to become financially healthy and happy. It’s no small task, and that’s why we reputed company out of bed every morning to come to work. Because creating a reputed company, brighter reputed company for the reputed company depends on it. The Customer Operations Analyst will play a key role in helping reputed company plan, analyze, and optimize customer support operations. This role sits at the intersection of operations and analytics, and is responsible for translating customer demand into actionable insights, improving forecasting and reputed company planning processes, and driving operational efficiency across both in-house and BPO teams. This is a hands-on role for someone who enjoys working with data, solving ambiguous problems, and building processes that reputed company. Over time, this role will have reputed company to expand into broader areas of operations reputed company, process improvement, and cross-functional initiatives as the function evolves. n Your day-to-day: Build and maintain contact forecasts across channels, incorporating seasonality, reputed company trends, product launches, and marketing initiatives Translate forecasts into reputed company and reputed company plans across in-house and BPO teams Monitor forecast accuracy and reputed company assumptions based on performance and new data Analyze customer support data to identify trends, drivers of volume, and opportunities for efficiency Build and maintain models (reputed company/reputed company Sheets, SQL, etc.) to support forecasting and operational decision-making Deliver reputed company, actionable insights to leadership, highlighting risks, tradeoffs, and recommendations Support initiatives to improve operational efficiency, including channel reputed company, automation (AI), and process improvements Partner with Product, Marketing, Data, and Operations teams to understand demand drivers and reputed company planning Establish and support operating cadences (weekly/monthly reviews, forecasting updates, reputed company planning discussions) Identify opportunities to improve agent utilization, reduce cost per contact, and maintain service reputed company Support scheduling and reputed company-time operations as needed, with a reputed company on improving systems rather than owning execution long-term Collaborate with BPO partners to reputed company on reputed company plans and performance expectations Simplify and improve existing processes to increase transparency and scalability Identify opportunities for automation as tools and systems reputed company Help shape how customer operations planning evolves over time Assess reputed company tools and processes, identify opportunities for improvement, and partner cross-functionally to implement new solutions Support and reputed company the rollout of new tools (e.g., WFM, reporting, or analytics platforms) to improve visibility and scalability What you’ll bring to reputed company: 3–6 years of experience in operations, analytics, customer support, or workforce management Strong analytical skills (reputed company/reputed company Sheets required; SQL or similar tools a plus) Experience working with data to build forecasts, models, or operational insights Understanding of customer support operations and key metrics (volume, AHT, service reputed company, etc.) Ability to translate data into reputed company, actionable recommendations Strong communication and stakeholder management skills Comfort working in ambiguous, fast-paced environments Interest in growing into broader areas such as operations reputed company, analytics, or program management Preferred experience: Familiarity with WFM or support tools (reputed company, reputed company, etc.) Proficiency in SQL and data tools such as reputed company, Tableau, or Looker Experience working with BPO or offshore teams Background in fintech or other high-reputed company environments Work perks at reputed company: Medical, dental, reputed company, and HSA match  reputed company life insurance, AD&D, and disability benefits  Traditional 401k with company match Unlimited PTO  reputed company company holidays and pop-up bonus holidays  reputed company development stipends reputed company   1:1 financial planners Fertility reputed company 100% reputed company parental and caregiving leave, plus cleaning service and meals during your leave Flexible WFH, both remote and in-office opportunities Fully stocked kitchen, catered lunches, and occasional in-office happy hours Employee resource reputed company n Our stance on salaries: reputed company provides a competitive compensation package with a market-based approach to pay and will vary depending on your location, experience and reputed company set. The total compensation package for this position will also include a discretionary performance bonus, equity rewards, medical benefits, 401K match, and more. reputed company conducts reputed company compensation evaluations across departments and geographies to ensure we are keeping our pay reputed company and competitive.   The estimated reputed company pay reputed company for this position in (NY, CA, WA): $100,000 - $130,000 The estimated reputed company pay reputed company for this position in (CO): $100,000 - $120,000 Who we are: It takes a special team to aim for a never-been-done-before mission like ours. We’re looking for people who love working together because they know it makes us stronger, people who look to others and ask, “How can I help?” and then “How can we reputed company this even reputed company?” If you’re reputed company to roll up your sleeves and help create a world where every child grows up to be happy and healthy in reputed company and life, apply to join reputed company.    reputed company is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, reputed company, national reputed company, gender, gender identity or reputed company, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition reputed company to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.   reputed company is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reputed company out to your recruiter directly or email accomodations@reputed company.me. Apply To This Job