Customer Success and Operations Analyst

About the Company:

Two Dots is a rapidly growing tech company building a universal income and employment verification service. Our mission is to make consumer underwriting more fair by enabling seamless payroll data access between companies and consumers. We’re starting with income verification for residential real estate.

About the role:

We are seeking a Customer Success and Operations Analyst to join our team and play a critical role in providing exceptional customer support and ensuring the smooth operation of our systems. As a customer-focused individual, you will have the opportunity to help drive the growth and success of our company by providing outstanding support to our clients and collaborating with cross-functional teams.

Responsibilities:

• Respond to customer inquiries and support requests in a timely and professional manner - interface with property managers and residential applicants via our voice and chat support lines
• Become a Two Dots product expert
• Monitor customer feedback and resolve any issues that may arise
• Collaborate with cross-functional teams to resolve customer complaints and provide solutions
• Analyze customer data to identify trends and areas for improvement in customer support processes
• Manage and maintain inbound support inquiries through Intercom
• Ensure compliance with company policies and procedures
• Review AI results for long-tail cases when required - basic understanding of different personal financial documents (paystubs, bank statements, tax transcripts, etc)
• Ability to thrive in a fast-paced, unstructured environment – must be solutions-oriented!

Requirements:

• Bachelor's degree in Business Administration, Operations, or a related field
• 1+ years of experience in a customer support or operations role
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to work well under pressure and manage multiple tasks simultaneously
• Experience with customer support software, such as Intercom
• Passionate about startups
• Job will require non-traditional work hours (early morning start time and some weekend coverage)