About the role
Arkose Labs is looking for a Business Operations Analyst to join our Customer Success organization. You will be part of the Customer Experience and Operations team and will work side by side with Customer Success leaders, product managers, and data engineers to continuously tune our applications, systems and processes with the goal of achieving maximum efficiency for our customer facing teams and improving customer experience.
You will be responsible for setting up, managing, and optimizing our internal applications, such as Customer Success platform and ticketing system, as well as handling the necessary integrations between such applications and other systems.
You enjoy technical details and solving technical challenges, but can also communicate effectively with stakeholders to understand business requirements and operational needs. You love process optimization, and proactively look for ways to constantly improve operations. You have proven experience with CRMs, Customer Success platforms, and other enterprise operational tools, and you love getting into the nitty-gritty to properly handle data and workflows across all systems.
Responsibilities:

• Work with the CS Ops team to design, create and maintain processes, workflows, automations and alerting systems.
• Drive improvements to existing operational processes and workflows by identifying gaps, proposing solutions, and working with cross-functional teams to implement and roll out changes.
• Design and create operational metrics reporting to provide the right visibility to CS leadership into the status of key organizational goals such as SLA compliance, customer health scores, and more.
• Develop and maintain internal documentation and training libraries as part of the CS Technical Enablement efforts.
• Act as a key point of contact for our Customer Success team members, responding to bug reports or system changes required in our internal applications and systems.

Must have:

• Minimum of 2 years experience in an Operations role, preferably in a Customer Success or Support organization.
• Proven technical knowledge and expertise with enterprise tools management (i.e. customer support, messaging applications, CRM platform)
• Experience with setting up automations and playbooks, and monitoring team and customer metrics.
• Dashboarding and visualizations design skills.
• Strong analytical and problem-solving skills; proven ability to translate ambiguous questions or asks into actionable insights and deliver solutions.
• Critical thinking skills to identify gaps and prioritize opportunities.
• Strong communication and collaboration skills.
• Strong organizational or project management skills.

Nice to have:

• High-paced Saa S or startup experience.
• Relevant certifications or courses.
• Project or Program management experience or certifications.
• Great presentation skills: ability to articulate highly technical information in a concise manner.

Why Arkose Labs?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, Open AI, and more. We're not just a company; we're a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.
Why do top tech professionals choose Arkose Labs?

• Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
• Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
• Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
• Ideal Size: We're structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you're not just an employee; you're part of a visionary team driving global change
The most recognizable brands in the world select Arkose Labs, including Open AI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and Zip Air.
We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.
We value:

• People: first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.
• Team Work. We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another
• Customer Focus. We empathize with our customers and obsess about solving their problems
• Execution with precision, professionalism and urgency
• Security. It's the lens through which we implement our processes, procedures, and programs

Benefits:

• Competitive salary + Equity
• 25 vacation days per year
• $500 USD to support you Work From Home setup (to be used in the first 30 days of employment)
• Swiss Medical or OSDE 430 Plans
• Mental Health Program
• Flexible working hours to support personal well-being and mental health

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.
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