{"schemaVersion":"jobsearcher.job.v1","id":"dac43e0a3ceadd5f484d0607","url":"https://jobsearcher.com/jobs/dac43e0a3ceadd5f484d0607","canonicalUrl":"https://jobsearcher.com/jobs/dac43e0a3ceadd5f484d0607","title":"Operations Analyst","description":"Role Overview\nWe're looking for a sharp, detail-oriented Operations Analyst to join our growing team. This is a foundational role — you'll be one of our first ops hires, which means you'll have real ownership and direct impact on how we serve our customers and scale our internal processes.\n\nThis is a unique hybrid role designed for someone who loves solving puzzles and advocating for the user. You will sit at the intersection of Customer Success and Product Quality, ensuring our platform is bug‑free while helping our customers achieve their hiring goals.\n\nYou won't just be managing tickets; you will be the primary feedback loop that helps us decide what to build next and ensures that what we ship is rock solid.\n\nCore Responsibilities\n\nCustomer Success & Insights\n\nServe as the primary point of contact for technical onboarding and high‑level support for our key accounts.\n\nMonitor account health and usage patterns to proactively identify struggling customers.\n\nTranslate \"customer pain\" into structured product feedback for the engineering team.\n\nBuild and maintain playbooks for onboarding, renewals, and escalations.\n\nDrive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows.\n\nQuality Assurance (QA) & UAT\n\nAudit customer‑facing interactions (support tickets, emails, calls) against defined quality standards.\n\nOwn the User Acceptance Testing (UAT) process for all new feature releases.\n\nDevelop and maintain QA scorecards and reporting frameworks.\n\nIdentify patterns in product issues or service gaps and translate them into actionable recommendations.\n\nOwn the feedback loop between QA findings and team training.\n\nManually test new builds to ensure they meet our \"Talent Brand\" standards before they reach the customer.\n\nReproduce and document bugs reported by users, providing clear steps for the engineering team to fix them.\n\nDesign and deploy production‑ready AI tools and automated playbooks that drive down bugs and increase reliability.\n\nOperational Excellence\n\nMaintain our internal and external knowledge bases (FAQs, \"How‑to\" guides, and feature release notes).\n\nBuild and maintain dashboards that track product quality metrics and customer satisfaction.\n\nStreamline the \"Support‑to‑Engineering\" pipeline to ensure bugs are prioritized by business impact.\n\nBeta test new technologies that can improve and streamline our operations.\n\nQualifications\n\n1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA).\n\nAnalytical Mindset: You enjoy digging into data to find the \"why\" behind a problem.\n\nTechnical Curiosity: You don’t need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basics.\n\nCommunication: You can explain a complex technical bug to a non‑technical customer and a business requirement to a developer.\n\nStartup Grit: You are comfortable wearing multiple hats and building processes from scratch.\n\nLocation\nThis role is hybrid in downtown San Francisco.\n\n$80,000 - $90,000 yearly\n\n#J-18808-Ljbffr","company":"Socotra","rawCompany":"socotra","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-09T08:01:50.798Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"15-1253.00","title":"Software Quality Assurance Analysts and Testers","slug":"software-quality-assurance-analysts-and-testers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Operations Analyst","description":"Role Overview\nWe're looking for a sharp, detail-oriented Operations Analyst to join our growing team. This is a foundational role — you'll be one of our first ops hires, which means you'll have real ownership and direct impact on how we serve our customers and scale our internal processes.\n\nThis is a unique hybrid role designed for someone who loves solving puzzles and advocating for the user. You will sit at the intersection of Customer Success and Product Quality, ensuring our platform is bug‑free while helping our customers achieve their hiring goals.\n\nYou won't just be managing tickets; you will be the primary feedback loop that helps us decide what to build next and ensures that what we ship is rock solid.\n\nCore Responsibilities\n\nCustomer Success & Insights\n\nServe as the primary point of contact for technical onboarding and high‑level support for our key accounts.\n\nMonitor account health and usage patterns to proactively identify struggling customers.\n\nTranslate \"customer pain\" into structured product feedback for the engineering team.\n\nBuild and maintain playbooks for onboarding, renewals, and escalations.\n\nDrive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows.\n\nQuality Assurance (QA) & UAT\n\nAudit customer‑facing interactions (support tickets, emails, calls) against defined quality standards.\n\nOwn the User Acceptance Testing (UAT) process for all new feature releases.\n\nDevelop and maintain QA scorecards and reporting frameworks.\n\nIdentify patterns in product issues or service gaps and translate them into actionable recommendations.\n\nOwn the feedback loop between QA findings and team training.\n\nManually test new builds to ensure they meet our \"Talent Brand\" standards before they reach the customer.\n\nReproduce and document bugs reported by users, providing clear steps for the engineering team to fix them.\n\nDesign and deploy production‑ready AI tools and automated playbooks that drive down bugs and increase reliability.\n\nOperational Excellence\n\nMaintain our internal and external knowledge bases (FAQs, \"How‑to\" guides, and feature release notes).\n\nBuild and maintain dashboards that track product quality metrics and customer satisfaction.\n\nStreamline the \"Support‑to‑Engineering\" pipeline to ensure bugs are prioritized by business impact.\n\nBeta test new technologies that can improve and streamline our operations.\n\nQualifications\n\n1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA).\n\nAnalytical Mindset: You enjoy digging into data to find the \"why\" behind a problem.\n\nTechnical Curiosity: You don’t need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basics.\n\nCommunication: You can explain a complex technical bug to a non‑technical customer and a business requirement to a developer.\n\nStartup Grit: You are comfortable wearing multiple hats and building processes from scratch.\n\nLocation\nThis role is hybrid in downtown San Francisco.\n\n$80,000 - $90,000 yearly\n\n#J-18808-Ljbffr","datePosted":"2026-04-09T08:01:50.798Z","dateModified":"2026-04-09T08:01:50.798Z","hiringOrganization":{"@type":"Organization","name":"Socotra","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"dac43e0a3ceadd5f484d0607"},"url":"https://jobsearcher.com/jobs/dac43e0a3ceadd5f484d0607"}}