CX Operations Analyst

Summary

Join Aleph's CX Operations team as its founding member and own the end-to-end client support process. You will manage client inquiries, define and implement support processes, and collaborate with Customer Success Managers and Product teams. Leverage AI tools to automate and scale support, ensuring high customer satisfaction and low churn. This strategic role will establish the foundation for product support at Aleph, combining operational excellence with customer empathy and understanding of financial workflows. You will help define operational procedures as the company scales. This is a remote-first position within the Americas.

Requirements

• 2+ years of experience, ideally in an operations, or process-oriented role
• Strong process orientation and an interest in building and scaling systems from scratch
• High energy and a positive, ownership-driven mindset
• Strategic thinker who can balance short-term resolution with long-term scalability
• Excellent communication skills and ability to collaborate cross-functionally
• Comfort working in a fast-paced, remote environment

Responsibilities

• Be the first point of contact for customer inquiries and issues, providing timely, high-quality support
• Design, document, and implement scalable support processes
• Leverage AI tools to automate and improve support workflows and resolution times
• Collaborate closely with Customer Success Managers to understand customer needs and ensure proactive issue resolution
• Work with the Product team to surface recurring issues and customer feedback that can drive product improvements
• Monitor key metrics such as response time, resolution rates, and customer satisfaction to ensure we meet best-in-class standards

Preferred Qualifications

Experience with support tools (e.g., Zendesk, Pylon, Intercom), AI-driven support solutions