
Customer Operations Analyst
Greenlight · Atlanta Metropolitan Area
- Hybrid
- Full-time
- $130,000 / year
- Atlanta Metropolitan Area
Job highlights
- Analyze customer support data for insights.
- Forecast demand and plan staffing needs.
- Improve operational efficiency and processes.
- Collaborate with cross-functional teams.
- Identify automation and tool improvements.
About the role
About Greenlight
Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future. Kids and teens learn to earn, save, spend wisely, and invest.
At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It’s no small task, and that’s why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.
About the Role: Customer Operations Analyst
The Customer Operations Analyst will play a key role in helping Greenlight plan, analyze, and optimize customer support operations. This role sits at the intersection of operations and analytics, and is responsible for translating customer demand into actionable insights, improving forecasting and capacity planning processes, and driving operational efficiency across both in-house and BPO teams.
This is a hands-on role for someone who enjoys working with data, solving ambiguous problems, and building processes that scale. Over time, this role will have the opportunity to expand into broader areas of operations strategy, process improvement, and cross-functional initiatives as the function evolves.
Your day-to-day:
- Build and maintain contact forecasts across channels, incorporating seasonality, growth trends, product launches, and marketing initiatives.
- Translate forecasts into staffing and capacity plans across in-house and BPO teams.
- Monitor forecast accuracy and adjust assumptions based on performance and new data.
- Analyze customer support data to identify trends, drivers of volume, and opportunities for efficiency.
- Build and maintain models (Excel/Google Sheets, SQL, etc.) to support forecasting and operational decision-making.
- Deliver clear, actionable insights to leadership, highlighting risks, tradeoffs, and recommendations.
- Support initiatives to improve operational efficiency, including channel strategy, automation (AI), and process improvements.
- Partner with Product, Marketing, Data, and Operations teams to understand demand drivers and align planning.
- Establish and support operating cadences (weekly/monthly reviews, forecasting updates, capacity planning discussions).
- Identify opportunities to improve agent utilization, reduce cost per contact, and maintain service levels.
- Support scheduling and real-time operations as needed, with a focus on improving systems rather than owning execution long-term.
- Collaborate with BPO partners to align on staffing plans and performance expectations.
- Simplify and improve existing processes to increase transparency and scalability.
- Identify opportunities for automation as tools and systems evolve.
- Help shape how customer operations planning evolves over time.
- Assess current tools and processes, identify opportunities for improvement, and partner cross-functionally to implement new solutions.
- Support and lead the rollout of new tools (e.g., WFM, reporting, or analytics platforms) to improve visibility and scalability.
What you’ll bring to the team:
- 3-6 years of experience in operations, analytics, customer support, or workforce management.
- Strong analytical skills (Excel/Google Sheets required; SQL or similar tools a plus).
- Experience working with data to build forecasts, models, or operational insights.
- Understanding of customer support operations and key metrics (volume, AHT, service levels, etc.).
- Ability to translate data into clear, actionable recommendations.
- Strong communication and stakeholder management skills.
- Comfort working in ambiguous, fast-paced environments.
- Interest in growing into broader areas such as operations strategy, analytics, or program management.
Preferred experience:
- Familiarity with WFM or support tools (Assembled, Zendesk, etc.).
- Proficiency in SQL and data tools such as Snowflake, Tableau, or Looker.
- Experience working with BPO or offshore teams.
- Background in fintech or other high-growth environments.
Work perks at Greenlight:
- Medical, dental, vision, and HSA match.
- Paid life insurance, AD&D, and disability benefits.
- Traditional 401k with company match.
- Unlimited PTO.
- Paid company holidays and pop-up bonus holidays.
- Professional development stipends.
- Mental health resources.
- 1:1 financial planners.
- Fertility healthcare.
- 100% paid parental and caregiving leave, plus cleaning service and meals during your leave.
- Flexible WFH, both remote and in-office opportunities.
- Fully stocked kitchen, catered lunches, and occasional in-office happy hours.
- Employee resource groups.
Our stance on salaries:
Greenlight provides a competitive compensation package with a market-based approach to pay and will vary depending on your location, experience and skill set. The total compensation package for this position will also include a discretionary performance bonus, equity rewards, medical benefits, 401K match, and more. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive.
The estimated base pay range for this position in (NY, CA, WA): $100,000 - $130,000
The estimated base pay range for this position in (CO): $100,000 - $120,000
Who we are:
It takes a special team to aim for a never-been-done-before mission like ours. We’re looking for people who love working together because they know it makes us stronger, people who look to others and ask, “How can I help?” and then “How can we make this even better?” If you’re ready to roll up your sleeves and help create a world where every child grows up to be happy and healthy in money and life, apply to join our team.
Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.
Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email accomodations@greenlight.me.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Key skills/competency
- Customer Operations Analyst
- Forecasting
- Capacity Planning
- Data Analysis
- Operational Efficiency
- Process Improvement
- Workforce Management (WFM)
- SQL
- Stakeholder Management
- Fintech Operations
Skills & topics
- Customer Operations Analyst
- Operations
- Analytics
- Customer Support
- Workforce Management
- Forecasting
- Capacity Planning
- Data Analysis
- Process Improvement
- Fintech
- SQL
- Excel
- Google Sheets
- Zendesk
- Snowflake
- Tableau
- Looker
- BPO
- High-growth
How to get hired
- Tailor your resume: Highlight experience in operations, analytics, and customer support, using keywords from the job description like 'forecasting,' 'capacity planning,' and 'SQL.'
- Showcase analytical skills: Quantify achievements in previous roles, demonstrating your ability to build forecasts, models, and derive actionable insights from data.
- Research Greenlight: Understand their mission, values, and the fintech industry to articulate your passion and fit during interviews.
- Prepare for data-driven questions: Be ready to discuss how you've used data to solve problems, improve efficiency, and make recommendations.
- Ask insightful questions: Prepare questions about operational challenges, team dynamics, and future growth opportunities to show your engagement.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the base pay range for a Customer Operations Analyst at Greenlight in NY, CA, WA?
- The estimated base pay range for a Customer Operations Analyst at Greenlight in New York, California, or Washington is between $100,000 and $130,000 annually. This range may vary based on your specific location, experience, and skill set.
- Does Greenlight offer remote or hybrid work options for the Customer Operations Analyst role?
- Yes, Greenlight offers flexible work-from-home opportunities, including both remote and in-office options for the Customer Operations Analyst position, allowing for a hybrid work arrangement.
- What kind of analytical tools does Greenlight prefer for the Customer Operations Analyst?
- Greenlight requires strong analytical skills with proficiency in Excel/Google Sheets. While SQL or similar tools are a plus, familiarity with data tools like Snowflake, Tableau, or Looker is preferred, especially if you have experience working with BPO or offshore teams.
- What is Greenlight's stance on employee benefits and perks for a Customer Operations Analyst?
- Greenlight offers a comprehensive benefits package including medical, dental, vision, HSA match, paid time off, 401k with match, professional development stipends, mental health resources, and generous parental leave. They also provide flexible WFH options and on-site perks like catered lunches.
- How does Greenlight approach compensation for the Customer Operations Analyst role?
- Greenlight uses a market-based approach to compensation, ensuring pay is competitive and current. The total package for this role includes base salary, a potential performance bonus, equity rewards, and benefits like medical coverage and a 401k match.
- What is the minimum experience required for the Customer Operations Analyst position at Greenlight?
- The Customer Operations Analyst role requires 3-6 years of experience in operations, analytics, customer support, or workforce management. This experience should ideally include working with data to build forecasts, models, or operational insights.
- What are the key responsibilities of a Customer Operations Analyst at Greenlight?
- Key responsibilities include building contact forecasts, translating them into staffing plans, analyzing customer support data for trends and efficiency opportunities, building operational models, and supporting initiatives for process improvement and automation.
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