People Matter

Customer Support Operations Analyst



IT, Customer Service, Operations
Multiple locations
Posted on Friday, May 24, 2024

This role is hybrid, reporting into an office 3-4x a week.

Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We’re currently looking for:

The Customer Care Operations Analyst is responsible for analyzing and optimizing the processes and performance of the customer care department. This role involves data analysis, process improvement, cost management and collaboration with various teams to ensure exceptional customer service and operational efficiency.

Job Duties:

  • Collaborate with customer care leadership to identify business questions to answer, which can vary from daily operational challenges and areas for growth.

  • Provide thought leadership to business unit leaders with effective data storytelling and recommendations feasible to implement.

  • Design and propose the right analytical solution based on proper business context, available data sets, and systemic constraints.

  • Establish regular reporting cadence along with our business analysts to promote data-driven approach in monitoring business operations.

  • Perform deep dives and root-cause analyses on pressing business issues provided by the Director of Operational Readiness.

  • Support Customer Care leadership in storytelling and data orientation on key strategic initiatives and cost management.

To succeed in this role you must have experience in:

  • 2-3 years experience supporting Director + level in storyboarding and data analysis

  • Proven experience as an Operations Analyst or in a similar role within customer care operations.

  • Driving strategic initiatives and projects through a data-driven approach.

Desired Experience / Qualifications:

  • Strong communication skills.

  • Strong commercial acumen.

  • Ability to work independently to drive projects and initiatives forward.

  • Past experience supporting Customer Care organizations in an analyst role.

  • Business or Communications degree or equivalent military and/or work experience

What we offer:

  • Comprehensive medical, dental, vision, disability, life insurance

  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

  • 401K match and ESPP

  • Paid time off and paid sick leave

  • Wellness programs including 1:1 coaching and meditation guidance

  • Paid parental and pregnancy leave and new parent gift boxes

  • Family-forming benefits (IVF, Preservation, Adoption etc.)

  • Emergency backup care (Child/Adult/Pets)

  • Pet insurance and Pet Telehealth

  • Employee Assistance Program (EAP) with counseling sessions available 24/7

  • Free legal services that provide legal advice, document creation and estate planning

  • Employee bonus referral program

  • Student loan refinancing assistance

  • Employee perks and discounts program

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado the compensation range for this position is between $65,450 and $93,500 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of 7/17/2024. Please apply prior to the deadline to be considered for the role.