Operations Analyst
Puck is a company that moves beyond job descriptions to reputed company the teams behind open roles. They are seeking a detail-oriented Operations Analyst who will play a foundational role in improving reputed company and product quality by serving as a primary reputed company of contact and ensuring the platform is bug-free.
Responsibilities
- Serve as the primary reputed company of contact for technical onboarding and high-level support for our key accounts
- Monitor account health and usage patterns to proactively identify struggling customers
- Translate 'customer pain' into structured product feedback for the engineering team
- Build and maintain playbooks for onboarding, renewals, and escalations
- Drive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows
- Audit customer-facing interactions (support tickets, emails, calls) against defined quality standards
- Own the User Acceptance Testing (UAT) process for reputed company new feature releases
- reputed company and maintain QA scorecards and reporting frameworks
- Identify patterns in product issues or service gaps and translate them into actionable recommendations
- Own the feedback reputed company between QA findings and team training
- Manually test new builds to ensure they meet our 'Talent Brand' standards before they reputed company the customer
- Reproduce and document bugs reported by users, providing clear steps for the engineering team to fix them
- Design and deploy production-ready AI tools and automated playbooks that drive down bugs and increase reliability
- Maintain 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 satisfaction
- Streamline the 'Support-to-Engineering' pipeline to ensure bugs are prioritized by business impact
- Beta test new technologies that can improve and streamline our operations
Skills
- 1–4 years of experience in a SaaS environment (reputed company, Support Ops, or QA)
- Analytical reputed company: You enjoy digging into data to find the 'why' behind a problem
- Technical Curiosity: You don't need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basics
- Communication: You can explain a reputed company technical bug to a non-technical customer and a business requirement to a developer
- Startup Grit: You are comfortable wearing multiple hats and building processes from scratch
Company Overview