Analyst, Client Operations

At January, we're fixing what's broken in credit. Our data-driven platform rebuilds trust, delivers results, and helps millions move toward brighter financial futures while bringing humanity to consumer finance. Using data intelligence, we create trust and deliver better outcomes for consumers and creditors alike.

Our mission is simple: expand access to credit while empowering consumers to achieve lasting stability and control of their financial lives. We began by building the foundation for creditors to engage with and support their borrowers at scale across the entire debt lifecycle. We've mastered outsourced collections by combining best-in-class performance with differentiated consumer satisfaction and superior compliance. And we're just getting started. Together, we're creating a financial system where trust and opportunity spark lasting change in people's lives.

About the Role

As a Client Operations Analyst, you'll prove that technical depth plus ownership creates operational excellence that makes enterprise clients trust January. This role is hands-on: investigate data discrepancies, debug YAML-based workflows, and deliver complete diagnostic groundwork when escalation is necessary. You'll work closely with Client Success and Client Implementations to resolve day-to-day client needs while building the foundations that let January scale without sacrificing quality or compliance.

What You'll Do

• Investigate and resolve technical issues - Use SQL across multiple tables, aggregations, and filters to diagnose reporting errors and data discrepancies; read workflow configs (YAML, JSON) to pinpoint failure modes and propose fixes

• Own client requests end-to-end - Meet or exceed SLAs by responding to high-priority requests within 1 business day and standard requests within 3; clarify ambiguous asks and translate business needs into technical requirements

• Document clearly for leverage - Produce investigation notes and playbooks with reproducible steps so others can validate or continue the work; contribute to post-mortems with root-cause insights

• Reduce toil through improvement - Identify recurring manual work, quantify impact, and implement process or tooling improvements that do not require code changes; update documentation to lock in gains

• Partner cross-functionally - Provide complete diagnostic context when engaging Implementation and Engineering; communicate blockers proactively with specific, actionable asks

What We're Looking For

Experience and Foundation:

• 3+ years in technical support, operations analysis, or a similar role requiring SQL proficiency and system troubleshooting

• Proven ability to independently diagnose complex technical issues in production environments

• Experience supporting B2B clients, ideally in financial services or other accuracy-critical domains

Technical and Operational Excellence:

• Strong SQL skills - can write JOINs, aggregations, and filters; can read and debug existing queries to find logic errors

• Workflow analysis - comfort reading YAML, JSON, or similar configuration to understand data transformations

• Familiarity with regulated environments and handling sensitive data appropriately

• Consistent SLA achievement with high-quality client communications

Skills and Attributes:

• Ownership mindset - drives problems through resolution, not just escalation

• Process improvement orientation - identifies patterns and implements changes with measurable impact

• Strong written communication - explains technical concepts in clear business terms and writes crisp client updates

• Prioritization and organization - maintains momentum across multiple concurrent investigations without sacrificing quality

• Comfort with ambiguity - creates structure where specs are incomplete

Bonus Points:

• Experience with workflow automation or internal tooling such as Zapier, Retool, or similar

• Background in financial services, payments, or debt management operations

• Examples of documentation or playbooks with measurable adoption and impact, such as reducing investigation time by 30%+

• Bias for action - makes sound decisions at ~70% confidence and iterates with feedback

Why Join Us?

This role is a chance to build operational excellence as a durable advantage for January. You'll develop deep technical problem-solving skills, collaborate across functions, and help create systems that scale client outcomes without proportional headcount growth. If you thrive in a culture of ownership, learning, and continuous improvement, you'll do your best work here.

We thrive on:

• Writing to clarify thinking, scale collaboration, and drive intentionality.

• Prioritizing impact over routine - this isn't a 9-to-5 job.

• Embracing growth, feedback, and new challenges with humility and curiosity.