Customer Operations Analyst

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.

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 [email protected].