Senior Support Operations Analyst

Who We Are

Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit www.babylist.com.

Our Ways of Working

Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere.

What the Role Is

As a Senior Support Operations Analyst, you'll be the technical architect behind Babylist's Customer Support infrastructure—building the systems, insights, and AI-powered tools that help our CS organization scale efficiently without sacrificing quality. You'll own the support tech stack end to end: configuring Zendesk automation, optimizing chatbot performance, building SQL-based dashboards in Sigma/Tableau, and creating reporting frameworks that drive CS leadership decisions. You'll identify operational bottlenecks, partner with engineering and product teams to fix root causes, and lead change management for new tool adoption.

This role requires both technical depth and strategic thinking. You can write complex SQL, build dashboards independently, and troubleshoot integrations—while also knowing when to automate versus when human touch matters. You'll serve as the bridge between technical teams and operations, enabling CS managers and offshore teams with self-service analytics they can use.

If you've thrived in fast-moving scale-ups building reporting infrastructure from scratch and implementing chatbot solutions that actually worked, this role will energize you.

Who You Are

• 7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments 
• Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
• Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
• 3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
• Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
• Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
• Experience integrating data across multiple systems and working with APIs
• Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
• Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support
  Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)
• Comfortable managing multiple support systems and vendor relationships (Zendesk), with a focus on usability and impact
• Confident communicator able to work across technical and non-technical teams
• Experienced partnering with offshore and remote support teams across multiple time zones
• Skilled at working cross-functionally with engineering, product, data, and supply chain teams to translate technical requirements and drive solutions
• Deeply user-centric, with a mindset grounded in empathy, clarity, and continuous improvement
• Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity
• Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks
• You're comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center

How You Will Make An Impact

• Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
• Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform) 
• Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
• Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
• Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
• Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
• Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
• Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
• Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
• Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction
• Lead structured change management processes for customer support tools and workflows, ensuring readiness across agents, leadership, and systems
• Collaborate with Strategic Sourcing and Tech partners to evaluate tools and optimize the support stack

Why You Will Love Working At Babylist

Our Culture

• We work with focus and intention, then step away to recharge
• We believe in exceptional management and invest in tools and opportunities to connect with colleagues
• We build products that positively impact millions of people's lives
• AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact

Growth & Development

• Competitive pay and meaningful opportunities for career advancement
• We believe technology and data can solve hard problems
• We're committed to career progression and performance-based advancement

Compensation & Benefits

• Competitive salary with equity and bonus opportunities
• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

About Compensation

We use a market-based approach to compensation. The starting salary range for this role is:

$111,220 to $133,422

Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity.

Interview Process & Consent
Babylist uses AI to record and transcribe all interviews for evaluation purposes in accordance with CCPA and GDPR. By participating in an interview, you consent to this recording and transcription.

Interview Integrity
During the interview process, we're evaluating your individual problem-solving skills, creativity, and approach to challenges. While AI tools like ChatGPT, Claude, and Cursor are part of your daily toolkit once you join Babylist, all interviews, assessments, and take-home assignments must be completed independently. 

You may not use AI tools, third-party services, coaching platforms, or content-farming services during any part of the interview process unless we explicitly permit it. We will clearly communicate when AI tools are allowed for specific assessments.

Any indication of third-party assistance or AI-generated responses will result in immediate disqualification. We may also verify educational credentials through third-party sources—providing false or misleading information will result in removal from consideration.

Official Communication
All communication will come only from the Babylist Talent Team via an @babylist.com email address. We will never request payment, bank information, or personal financial details. Be cautious of fraudulent outreach via non-company email addresses, messaging platforms (e.g., WhatsApp, Telegram), or unsolicited phone calls. Verify legitimate opportunities on our careers page.

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