Analyst/Senior Analyst, Customer Operations
Core
Drive iterative and scalable improvements to user support and onboarding experiences for a secondary market trading platform.
Role type
Senior IC Customer Operations Analyst
Builds
Self-serve onboarding experiences, knowledge base, lifecycle communication, and support workflows
Domain
Financial technology / Secondary market trading
Deliverable
product features
Required skills
Process improvement, technical aptitude, documentation, customer advocacy, workflow analysis, lifecycle communication
Preferred skills
Knowledge base management, email campaign creation
Technologies
N/A
Responsibilities
Maintain critical operational processes for user onboarding; provide direct product guidance and technical support via email; identify friction points in onboarding workflows; refine internal processes and write documentation; amplify customer voice to Product and Sales teams; implement onboarding experience through lifecycle emails and education materials
Seniority
Mid-level, hands-on IC