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Automatiq

Customer Operations Analyst

full-time Remote

TLDR

Help scale and optimize operational intelligence for a supply-side marketplace while ensuring strong marketplace health and team performance through data-informed decisions.

Automatiq is seeking a Customer Operations Analyst to help scale and optimize the systems, workflows, and operational intelligence that power our supply-side marketplace operations. Reporting to the Manager, Customer Operations, this role sits at the intersection of operations, systems, analytics, and customer experience, ensuring that our services organization operates efficiently, makes data-informed decisions, and maintains strong marketplace health as we grow. The Customer Operations Analyst will own the architecture and effectiveness of customer operations tooling, establish performance visibility across teams, and build the automation, reporting, and operational frameworks that enable scalable service delivery. Success in this role is measured by improved operational outcomes — increased efficiency, reduced risk, and stronger team and customer performance. This is an ideal opportunity for a systems-minded operator who enjoys connecting people, processes, and technology to solve complex operational problems. Responsibilities

Customer Operations Systems Ownership

  • Serve as primary owner and administrator of core Customer Operations platforms, including Intercom, and support adjacent systems such as HubSpot, Monday.com, Pendo, and related tools.

  • Design and maintain inbox architecture, routing logic, automation rules, tagging structures, and workflow configuration.

  • Ensure systems accurately reflect customer lifecycle stages, entitlements, operational workflows, and risk indicators.

  • Maintain proper connectivity and architecture across operations-owned enterprise software.

  • Evaluate new tooling needs, eliminate redundant systems or feature overlap, and support vendor selection, renewals, and cost optimization.

  • Consolidate administrative access and governance to minimize operational risk and misuse.

  • Partner with Product and Engineering to align system logic with product behavior, integrations, and policy changes.

    • Data, Analytics & Operational Visibility

  • Build and maintain dashboards and reporting that provide visibility into:
  • Customer engagement, adoption, and health trends

  • Support and service performance (volume, SLA adherence, AHT, CSAT, QA trends)

  • Team productivity and operational efficiency

  • Marketplace and customer risk indicators

  • Establish productivity baselines and capacity models to support forecasting and efficient hiring plans.

  • Deliver recurring operational insights that surface trends, risks, and improvement opportunities.

  • Help define quantitative standards of performance across services roles and teams.

  • Ensure operational data is clean, connected, and reliable across systems.

    • Workflow Optimization & Automation

  • Design scalable workflows supporting Support, Customer Success, and Partner Operations.

  • Reduce manual work through automation, improved routing logic, and system configuration.

  • Improve cross-team handoffs by standardizing operational data fields, triggers, and checkpoints.

  • Build automations and programs within the existing tech stack to support proactive operations.

    • Customer Performance & Risk Enablement

  • Analyze behavioral and operational data to identify early indicators of customer or marketplace risk.

  • Segment customers using operational and behavioral attributes (usage, engagement, sentiment, activity patterns).

  • Establish monitoring mechanisms that alert teams to potential issues before escalation.

  • Enable proactive outreach and treatment programs for underperforming or at-risk customers.

  • Recommend safeguards or operational controls for specific customer segments.

  • Continuously refine risk signals and operational monitoring as patterns evolve.

    •  

    Enablement & Documentation

  • Train operations teams on systems, workflows, and effective data usage.

  • Create and maintain SOPs, process documentation, and operational playbooks.

  • Act as an internal subject matter expert and first point of contact for CX tooling and operational reporting questions.

  • Support launches and policy updates by ensuring systems and reporting are prepared in advance.

    • Core Qualifications

  • 2–4+ years of experience in Customer Operations, Support Operations, CS Operations, RevOps, Trust & Safety, or systems-heavy CX environments.

  • Required: hands-on experience configuring and administering Intercom in a production environment.

  • Experience with platforms such as HubSpot, Pendo, Monday.com, Salesforce, Zendesk, Kustomer, Vitally, or similar tools.

  • Strong analytical skills and comfort working with dashboards, segmentation, and trend analysis.

  • Advanced Excel or Google Sheets skills; SQL or BI tooling experience is a plus.

  • Ability to translate complex operational data into actionable insights.

  • Strong systems thinking and process design mindset.

  • Comfort operating in a fast-moving, evolving environment.

    • About Us
     
    Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly. 
     
    We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!
     
    Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
     
    Fair Chance Notice for California Applicants
     
    Automatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer. A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:
     
    —Access to transaction data, privileged information, proprietary information, etc.
    —Interactions with customers, employees, vendors, agents, and third parties.
     
    Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.
     Automatiq

    Automatiq builds an all-in-one software platform for the live event ticketing industry, catering to resellers of all sizes. Our technology simplifies ticket resale by integrating multiple exchanges, dynamic pricing, and efficient delivery, addressing the complexities of a rapidly evolving market.

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    Salary
    $90,000 – $100,000 per year
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