The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2023 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world's first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with employees in London, Costa Rica, Australia, India, and Argentina. Arkose Labs protects enterprises from cybercrime and abuse.

Position Summary:

Arkose Labs is looking for a Business Operations Analyst to join our Customer Success organization. You will be part of the Customer Experience and Operations team and will work side by side with Customer Success leaders, product managers, and data engineers to continuously tune our applicaitons, systems and processes with the goal of achieving maximum efficiency for our customer facing teams and improving the customer experience.

You will be responsible for setting up, managing, and optimizing our internal applications, such as Customer Success platform and ticketing system, as well as handling the necessary integrations between such applications and other systems.

You enjoy technical details and solving technical challenges, but can also communicate effectively with stakeholders to understand business requirements and operational needs. You love process optimization, and proactively look for ways to constantly improve operations. You have proven experience with Salesforce, Customer Success platforms and other enterprise operational tools, and love getting into the nitty-gritty to properly handle data and workflows across all systems.

Responsibilities

  • Work with the CS Ops team to design, create and maintain CS teams processes, workflows, automations and alerting systems.
  • Drive improvements to existing operational processes and workflows by identifying gaps, proposing solutions, and working with cross-functional teams to implement and roll out changes.
  • Design and create operational metrics reporting to provide the right visibility to CS leadership into the status of key organizational goals such as SLA compliance, customer health scores, and more.
  • Develop and maintain internal documentation and training libraries as part of the CS Technical Enablement efforts.
  • Act as a key point of contact for our Customer Success team members, responding to bug reports or system changes required in our internal applications and systems.

Must-Have

  • Minimum of 2 years experience in an Operations role, preferably in a Customer Success or Support organization.
  • Proven technical knowledge and expertise with enterprise tools management (i.e. Salesforce, Gainsight, ZenDesk, Slack).
  • Experience with setting up automations and playbooks, and monitoring team and customer metrics.
  • Dashboard and report design skills.
  • Strong analytical and problem-solving skills; proven ability to translate ambiguous questions or asks into actionable insights and deliver solutions.
  • Critical thinking skills to identify gaps and prioritize opportunities.
  • Strong communication and collaboration skills.

Nice to Haves

  • High-paced SaaS or startup experience.
  • Relevant certifications or courses.

Why Arkose Labs?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, OpenAI, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.

Why do top tech professionals choose Arkose Labs?

  • Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
  • Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
  • Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
  • Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change

The most recognizable brands in the world select Arkose Labs, including OpenAI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and ZipAir.

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We value:

  • People - independent thinkers making data-driven decisions and taking project ownership
  • Teamwork - building trust, respect, and integrity to openly communicate and constructively challenge one another
  • Customer Focus - customer empathy and problem-solving obsession
  • Execution - actions with precision, professionalism, and urgency

Benefits:

  • 25 vacation days per year
  • Life, accidental death and permanent disability coverage
  • Health benefits via Allianz Premium (Medical, Dental and Vision)

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

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Business Operations Analyst

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