Greenlight16d ago

Customer Operations Analyst

AtlantaRemoteFull Timemid

OtherOperations AnalystCustomer OperationsData & AI

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Quick Summary

Overview

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids.

Technical Tools

OtherOperations AnalystCustomer OperationsData & AI

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.

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

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

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

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

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listed under

Worldwide

Listing Details

Posted: April 16, 2026
First seen: April 22, 2026
Last seen: May 2, 2026

Posting Health

Days active: 9
Repost count: 0
Trust Level: 44%
Scored at: May 2, 2026

Signal breakdown

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Greenlight

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Greenlight Financial Technology offers a debit card and app for kids and teens, empowering parents to teach financial literacy through features like allowance automation, chore management, and spending controls.

Employees

750

Founded

2014

Domain

Jobs

External application · ~5 min on Greenlight's site

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