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.

Responsibilities

• Serve as the primary point 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 all new feature releases
• Develop and maintain QA scorecards and reporting frameworks
• Identify patterns in product issues or service gaps and translate them into actionable recommendations
• Own the feedback loop between QA findings and team training
• Manually test new builds to ensure they meet our 'Talent Brand' standards before they reach 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 (Customer Success, Support Ops, or QA)
• Analytical Mindset: 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 complex 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