Customer Operations Analyst

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.

• Serve as primary owner and administrator of core Customer Operations platforms, including Intercom
  , and support adjacent systems such as Hub Spot, , 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.

• 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.

• 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.

• 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.

• Train operations teams on systems, workflows, and effective data usage.
• Create and maintain SOPs, process documentation, and operational…