Customer Operations Analyst

Lightspeed's Customer Operations Analystposition is at the heart of making sure our Support organization is functioning efficiently and delivering an exceptional customer experience. This position requires someone analytical, flexible, self-motivated, and able to identify and solve problems across multiple initiatives.
ABOUT THE ROLE
As a Customer Operations Analyst, you will be responsible for owning and driving improvements across multiple areas. These may include:

• Develop comprehensive technical documentation, including user manuals, API documentation, and release notes.
• Manage the documentation backlog for all products, ensuring updates are written, reviewed, and published in coordination with product releases.
• Collaborate with subject matter experts, engineers, and product managers to gather information and ensure accuracy of technical content.
• Conduct regular evaluations and testing of chatbot interactions and Salesforce data to identify areas for improvement.
• Develop and implement strategies for training chatbots by evaluating and analyzing existing knowledge base articles.
• Write clear, accurate, and concise documentation to educate and inform our customers on the features and functionality of all Lightspeed software and hardware.
• Analyze Support cases submitted by customers and identify trends and areas for improvement or preventative actions.

The ideal candidate is passionate about simplifying complex concepts and has a strong background in technical writing, training development, and a keen understanding of customer interactions.
ABOUT YOU

• Has a growth mindset, and knows what a growth mindset is.
• Be flexible and adaptable at all times as you go in and out of full independence and then into deep collaboration.
• Relish the opportunity to be an integral part of a team, but also like to roll your sleeves up and do the daily work of creating.
• Enjoy an agile workflow that helps balance long-term projects with immediate needs.
• Ability to think holistically, in a user-centric fashion, with a sharp eye for detail and consistency.
• Thoroughly believes that the devil is in the details and is confident they can get those details right.
• Can manage and prioritize multiple projects simultaneously, from concepts to deliverables.
• Experience working in a deadline-driven atmosphere.
• Is able to deliver quality content under all circumstances, whether you have 5 months, 5 days, or 5 hours to accomplish the goal.
• Is technologically savvy and can understand sophisticated concepts with ease.
• Excellent verbal and written communication skills
• Strong interpersonal skills; ability to adapt to different learning backgrounds and personalities
• 2 years of relevant experience.
• Highly Desired - Experience delivering technical training on a complex SaaS product

ABOUT US
For 25 years, Lightspeed Systems® has been a leader in the ever-changing landscape of K-12 learning technology. Lightspeed Systems works with tens of thousands of schools to maximize the safety, mobility, and effectiveness of their students' learning experience. Every device can be covered with the most effective web filter, student safety monitor, classroom management software, device management tool, and analytics program available. Learn more at www.lightspeedsystems.com.
We love our employees, and we show it. A sneak peek into our BENEFITS & PERKS include:

• Health Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate our HDHP.
• Wellness Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year's Day break.
• Retirement 401(k) matching up to 6%
• Other Work from where it makes sense. Pet insurance.

ABOUT OUR ATX HQ
If "work from where it makes sense" includes being onsite for you some or all the time, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done - and a whole lot more.

• 15,000 sq. ft. of open work area, offices, and huddle rooms
• A private chef serving up breakfast & lunch Tuesday through Thursday every week
• A state-of-the-art fitness center (with outfitted locker rooms)
• Physical therapist onsite regularly
• Indoor and outdoor casual collaboration spots
• Pet-friendly office environment
• A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun

All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?)