Operations Analyst

Puck is a company that moves beyond job descriptions to highlight the teams behind open roles. They are seeking a detail-oriented Operations Analyst who will play a foundational role in improving customer success and product quality by serving as a primary point of contact and ensuring the platform is bug-free.ResponsibilitiesServe as the primary point of contact for technical onboarding and high-level support for our key accountsMonitor account health and usage patterns to proactively identify struggling customersTranslate 'customer pain' into structured product feedback for the engineering teamBuild and maintain playbooks for onboarding, renewals, and escalationsDrive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflowsAudit customer-facing interactions (support tickets, emails, calls) against defined quality standardsOwn the User Acceptance Testing (UAT) process for all new feature releasesDevelop and maintain QA scorecards and reporting frameworksIdentify patterns in product issues or service gaps and translate them into actionable recommendationsOwn the feedback loop between QA findings and team trainingManually test new builds to ensure they meet our 'Talent Brand' standards before they reach the customerReproduce and document bugs reported by users, providing clear steps for the engineering team to fix themDesign and deploy production-ready AI tools and automated playbooks that drive down bugs and increase reliabilityMaintain our internal and external knowledge bases (FAQs, 'How-to' guides, and feature release notes)Build and maintain dashboards that track product quality metrics and customer satisfactionStreamline the 'Support-to-Engineering' pipeline to ensure bugs are prioritized by business impactBeta test new technologies that can improve and streamline our operationsSkills1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA)Analytical Mindset: You enjoy digging into data to find the 'why' behind a problemTechnical Curiosity: You don't need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basicsCommunication: You can explain a complex technical bug to a non-technical customer and a business requirement to a developerStartup Grit: You are comfortable wearing multiple hats and building processes from scratchCompany OverviewPuck is an online job and career platform that connects job seekers with employers across various industries. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 2-10 employees. Its website is https://www.careerpuck.com.