Support Operations Analyst

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.

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.