Customer Success & Operations Analyst

Overview Position Title: Customer Success & Operations Analyst — Reports to Director, Operations & Customer Success. The role supports account management, customer support, and operational onboarding for customers in retail, hospitality, and attractions. This role is ideal for candidates transitioning from frontline retail or restaurant management into a technology-focused career. You will triage and resolve support tickets, run operational assessments, assist with inventory and POS configurations, deliver customer training materials, and provide analytic insights that improve adoption and operational outcomes. Responsibilities Act as a frontline customer support agent: receive, triage, prioritize, and resolve support tickets through the ticketing system (email/chat/portal); meet first-response and resolution SLAs and own customer communication until closure or escalation. Work with manager to develop and engage with customers, acting as their advocate and ensuring their goals and needs are met. Support onboarding and implementation activities: gather requirements, participate in kickoff calls, manage simple configuration tasks, and coordinate with Implementation/Engineering for complex items. Perform on-site or virtual operational assessments to document workflows (POS, inventory, staffing, guest flow) and translate findings into product/configuration or process recommendations. Configure and validate inventory/POS data in partnership with technical teams. Create and maintain practical customer-facing and internal documentation: quick reference guides, SOPs, KB articles, and training resources. Escalate technical issues appropriately and coordinate follow-up with Engineering, Product, and Support until resolution. Capture and synthesize customer feedback and recurring operational pain points to inform product and process improvements. Keep accurate records in digital and ticketing systems and provide status updates to stakeholders. Project Implementation Participate in the planning, coordination, and execution of customer onboarding and virtual and physical implementation of projects. Proactively identify and mitigate project risks to ensure timely and satisfactory outcomes. Required Qualifications Demonstrated experience with inventory processes (stock counts, ordering/reordering, SKU management, shrinkage controls). Experience working in a customer support/ticketing environment or comfort learning ticketing systems (Zendesk, Service Cloud, etc.). Strong communication and customer-facing skills; ability to translate operational needs into technical/configuration requirements. Basic data skills: Excel/Sheets proficiency, comfort with CSVs and data uploads; ability to produce simple reports and dashboards. Technical curiosity and aptitude for learning SaaS tools, integrations, and configuration interfaces. Willingness to travel for site visits and trainings (up to ~25–40%, adjustable). Preferred Qualifications 2+ years managing retail stores, restaurants, or multi-location operations with hands-on inventory and POS experience. Intended as a growth role into Account Manager, Implementation Manager, Customer Success Manager, or Solutions Consultant roles reporting to the Director, Operations. Personal Attributes Strong operational empathy and customer-first mindset. Analytical orientation with attention to data quality and operational detail. Proactive problem-solver, organized, and comfortable juggling customer priorities. This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. SSA Group reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological developments) Compensation and Benefits Full-Time, Exempt. $75 monthly cell phone stipend. Flex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope. Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable. Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods). Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave. Parental Leave: Birthing Parent Plan covers up to 6–8 weeks fully paid leave, based on the event. SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions. Up to 5 days Paid Bereavement Leave. On-Demand Pay Program: Get access to a portion of earned wages before payday. Meal Plan & Employee Discounts where applicable. Paid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location. SSA Holdings and its affiliated companies, including SSA Group, A&F Souvenir, CinchioSolutions, and Behavioral Essentials, are equal opportunity employers. We are committed to diversity and inclusion in our hiring practices and welcome applicants from all backgrounds. A diverse team strengthens our collective impact. All California Residents: By submitting your job application, you agree you have reviewed the SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice ("Notice"). San Francisco Residents: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Please see the "Fair Chance Ordinance - Know Your Rights" document for more information. By submitting your job application, you agree you have reviewed the "Fair Chance Ordinance - Know Your Rights" document. #J-18808-Ljbffr SSA Group