Operations Analyst

The Org is a professional community where you can explore any company’s organizational chart. Founded by Danish entrepreneurs in November 2017, we are backed by some of the world’s leading investors, including Founders Fund, Sequoia, and Balderton.

Overview: As an Operations Analyst at The Org, you will play a key role in ensuring our day-to-day activities run smoothly while continuously seeking ways to improve processes and outcomes. You'll serve as the main point of contact for platform users, providing customer support, resolving data issues, and ensuring a seamless user experience. Collaborating with cross-functional teams, you will drive continuous improvements in data accuracy, customer engagement, and process efficiency. Your insights will help shape product development and customer success strategies through feedback analysis and performance reporting. This role is ideal for candidates who enjoy helping customers, optimizing processes, and making a direct impact on both customer satisfaction and the overall efficiency of an organization.

This role requires candidates to be based in, or willing to relocate to, NYC as we operate in a hybrid work environment.

Key Responsibilities

• Customer Support: Efficiently manage and resolve incoming customer support tickets, ensuring timely responses to platform users and customers. Act as the primary point of contact for platform users, addressing inquiries and guiding them through the platform’s features and services.
• Data Accuracy & Fulfillment: Investigate and resolve data inaccuracies reported by customers, coordinating with relevant teams to ensure data integrity.
• Continuous Improvement Initiatives: Analyze customer engagement and segmentation models to identify areas for optimization, recommending actionable improvements to enhance the customer experience.
• Cross-Functional Collaboration: Work closely with product, engineering, and customer success teams to ensure smooth operations and user satisfaction.
• Performance Metrics & Reporting: Track key performance indicators (KPIs) related to customer interactions, ticket resolution, and engagement, and provide regular reports and insights.
• Process Improvement: Identify opportunities to automate and streamline support processes to improve efficiency and customer satisfaction.
• Customer Feedback Analysis: Collect and analyze customer feedback to inform business decisions and product enhancements, driving overall customer success strategies.

What we are looking for

• 0–2 years of experience in an operations or customer support role within a tech/SaaS/startup environment, demonstrating strong problem-solving and troubleshooting abilities.
• Excellent written and verbal communication skills, enabling clear and effective interaction with customers, platform users, and internal cross-functional teams.
• Experience in resolving data inaccuracies and analyzing customer feedback, as well as hands-on expertise with tools like Intercom, HubSpot, and Excel for data tracking and reporting, is preferred.
• Proven track record of cross-functional collaboration, working closely with product, engineering, and customer success teams to address customer issues, improve operational processes, and enhance customer satisfaction.

Why The Org

• Competitive salary and equity package.
• Comprehensive medical, dental and vision insurance.
• Unlimited vacation.
• Commuter benefits.

Our Values At The Org, our team is guided by the following core values:

• Learn out loud - We work transparently, dare to be vulnerable, and own our imperfections. Learning from each other builds a strong common ground from which everyone can grow together.
• Hygge - A Danish word meaning “cozy”, “belonging” or “togetherness”, representing how we build an inclusive community together. We value diversity and use any excuse we can find to celebrate and come together around everyone’s uniqueness so that all feel respected, welcomed, and supported.
• Be a contrarian - We dare to go against popular beliefs and seek out principles-first solutions over incremental progress. We aim to find the best solution, not the obvious one or the one that’s been found by others before.
• Go for it! - We take ownership and passionately seize opportunities to create, to learn, and to grow. We run towards a problem, rather than away from it, and fail fast and learn from our mistakes.
• Do the dishes - We put the team first and do whatever is necessary regardless of seniority or what your job description says. Sometimes that might mean you literally need to do the dishes.

Salary Range $56,000 p.a. to $84,000 p.a. (refer to our public salary range here for more detail)