Customer Support Operations Analyst

Position Summary

The Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled. This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly.

The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social.

How you'll spend your time at Tovala

Data Analysis & Reporting

• Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

• Maintain and distribute KPI reporting (service levels, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard

• Conduct monthly meal audits for accuracy and policy compliance

• Monitor and report on fraud-related tickets, flagging patterns and escalating as needed

• Translate data into clear recommendations for senior leadership

Forecasting & Scheduling

• Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels

• Build and publish weekly schedules balancing service levels, budget, and employee experience

• Process schedule adjustments and PTO requests; track shrinkage to improve forecast accuracy

• Schedule offline activities (training, coaching, internal meetings, project work)

• Oversee intraday management: real-time monitoring, re-forecasting, staffing adjustments

Queue Monitoring & Workload Balancing

• Track utilization, occupancy, and overtime to catch bottlenecks early

• Maintain visibility into in-flight work across queues/channels and redistribute as needed

• Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing

Support Escalations

• Serve as an escalation point for customer support troubleshooting issues, helping resolve or route complex cases

• Identify recurring escalation themes and feed insights back into forecasting, staffing, and training plans

Systems Support (Zendesk & Assembled)

• Support Zendesk administration (workflows, routing, queues, automations, reporting)

• Operate and maintain Assembled for scheduling, adherence, and intraday management

• Surface automation and efficiency opportunities to leadership

• Support additional tools as needed (e.g., Intercom, Medallia Agent Connect)

Continuous Improvement

• Drive improvements in WFM practices, forecasting accuracy, and reporting

• Collaborate with Operations, Hardware, Software, and Marketing to align workforce strategy with business priorities

• Support special projects tied to growth, new channels, or operational change

About you

• You constructively provide solutions via written communication that display empathy & active listening to customer issues
• You love to listen to customer problems and don’t quit until you’ve found the best solution.
• You’re passionate about handling complex issues.
• 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
• 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 the excitement and challenge of working for a startup
• You are available to work extended business hours and weekend shifts
• Bonus: experience with Zendesk, Slack or similar support tools.