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Senior Support Operations Analyst
Babylist
- New York, New York, United States
- New York, New York, United States
Über
Babylist is the leading registry, e-commerce, and content platform for growing families. With over 9 million users, Babylist offers a full ecosystem of products, services, and expert guidance for new parents.
Job Overview As a
Senior Support Operations Analyst , you will be the technical architect behind Babylist’s Customer Support infrastructure, building the systems, insights, and AI‑powered tools that help our CS organization scale efficiently without sacrificing quality. You’ll own the support tech stack end‑to‑end: configuring Zendesk automation, optimizing chatbot performance, building SQL‑based dashboards in Sigma/Tableau, and creating reporting frameworks that drive CS leadership decisions. You’ll identify operational bottlenecks, partner with engineering and product teams to fix root causes, and lead change management for new tool adoption.
Qualifications
7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high‑growth, customer‑facing environments
Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
3+ years hands‑on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
Expert‑level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
Experience integrating data across multiple systems and working with APIs
Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI‑focused metrics
Proven ability to lead end‑to‑end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post‑launch support
Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)
Comfortable managing multiple support systems and vendor relationships (Zendesk), with a focus on usability and impact
Confident communicator able to work across technical and non‑technical teams
Experienced partnering with offshore and remote support teams across multiple time zones
Skilled at working cross‑functionally with engineering, product, data, and supply chain teams to translate technical requirements and drive solutions
Deeply user‑centric, with a mindset grounded in empathy, clarity, and continuous improvement
Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity
Thrives in fast‑growing scale‑up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks
You’re comfortable and enthusiastic about working in an AI‑forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center
Impact
Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
Identify and work with our tech team to drive system improvements across the CS tech stack (Zendesk, chatbots, phones platform)
Work cross‑functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross‑functional decisions
Surface actionable insights from data to support empathetic, user‑centered decision‑making and analyze trends across channels and issue types, supporting data‑driven improvements to the support model
Drive adoption of AI‑enabled workflows that reduce handle time and enhance support quality
Own and evolve self‑service content, tools, and AI integrations such as copilots and knowledge bases
Maintain ownership of CS‑tools and vendor relationships, ensuring we operate on a modern, AI‑enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction
Lead structured change management processes for customer support tools and workflows, ensuring readiness across agents, leadership, and systems
Collaborate with Strategic Sourcing and Tech partners to evaluate tools and optimize the support stack
Benefits & Culture
We work with focus and intention, then step away to recharge
We believe in exceptional management and invest in tools and opportunities to connect with colleagues
We build products that positively impact millions of people’s lives
AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact
Growth & Development
Competitive pay and meaningful opportunities for career advancement
We believe technology and data can solve hard problems
We’re committed to career progression and performance‑based advancement
Competitive salary with equity and bonus opportunities
Company‑paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning
Compensation We use a market‑based approach to compensation. The starting salary range for this role is:
$111,220 to $133,422 . Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity.
Employment Details Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Customer Service and Analyst. Industries: Consumer Services.
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Sprachkenntnisse
- English
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