Business Operations Analyst

at  Arkose Labs Argentina

The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2023 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world’s first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with offices globally, Arkose Labs protects enterprises from cybercrime and abuse.

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.