Support Operations Analyst

Support Operations Analyst

Miejsce pracy: Kraków

Technologies we use

Expected

• Salesforce
• Microsoft Excel

Operating system

• macOS

About the project

We are hiring on behalf of our client, a global leader in HR technology, delivering an end-to-end SaaS platform that supports the entire recruitment lifecycle. Trusted by thousands of organizations worldwide, their solutions combine cloud technology, automation, and cutting-edge AI to help businesses hire smarter, work more efficiently, and deliver better talent experiences.

We are looking for a Support Operations Analyst to join an international Global Support organization. In this role, you will ensure that Support Analysts have the knowledge, tools, processes, and training they need to deliver efficient, high-quality customer support.

Your initial focus will be on knowledge management, quality assurance, and process documentation, with opportunities to expand into systems administration, workflow automation, and workforce management. You will combine analytical thinking, independent problem-solving, and attention to detail to troubleshoot operational challenges, improve internal processes, and support changes across the organization.

This is an opportunity for someone who enjoys solving problems, working with data, and improving how teams operate, while developing technical expertise in a collaborative, international environment.

Key takeaways:

Stack: Salesforce, Excel, Amazon Connect, Assembled, Knowledge-Centered Service (KCS)

Your responsibilities

Knowledge Management & Quality Assurance

• Maintain and improve internal knowledge articles and support documentation using Knowledge-Centered Service (KCS) principles.

• Support quality assurance processes to ensure Support Analysts follow established procedures and deliver consistent service.

• Review existing documentation, identify knowledge gaps, and ensure information remains accurate, accessible, and up to date.

• Follow documented workflows while identifying opportunities to simplify and improve repetitive processes.

Process Improvement & Operational Support

• Analyze operational requests, investigate issues, and identify practical solutions to improve daily support operations.

• Evaluate whether Support Analysts are prepared to take on new tasks, ensuring the necessary knowledge, training, and resources are available.

• Identify process bottlenecks and recommend improvements that reduce manual work and operational friction.

• Track operational changes, communicate progress proactively, and consider their impact on analysts and other stakeholders.

Training & Change Management

• Create and maintain clear training materials, process documentation, and internal communications.

• Support the rollout of new processes, tools, and product updates, ensuring Support Analysts understand upcoming changes.

• Collaborate with Support Operations colleagues and team leaders to identify training needs and improve operational readiness.

Systems, Data & Workflow Optimization

• Analyze operational reports and data using Excel to identify discrepancies, trends, and improvement opportunities.

• Support troubleshooting of internal tools and workflows, including Salesforce and support communication systems.

• Gradually develop expertise in systems administration, user management, workflow configuration, and automation.

• Contribute to broader operational initiatives involving workforce management, scheduling, and support efficiency.

Our requirements

Operational & Analytical Skills

• At least 2 years of experience in Support Operations, Workforce Management, Technical Support, Customer Support, or a related operational role, or equivalent practical experience.

• Strong analytical and logical problem-solving skills, including the ability to investigate ambiguous requests and identify root causes.

• Practical Excel skills, including filtering data, working with reports, and analyzing operational information.

• Ability to follow documented procedures accurately while identifying opportunities for process improvement.

• Excellent attention to detail and organizational skills, with the ability to manage competing priorities.

Communication & Collaboration

• Strong written communication skills, with the ability to create clear documentation, instructions, and training materials.

• Ability to ask relevant questions, clarify requirements, and explain complex information in a structured, understandable way.

• Proactive approach to communication, including providing updates and following through on tasks without reminders.

• Ability to work independently while contributing effectively to a collaborative team environment.

• Comfortable working in a process-driven environment that includes recurring tasks and changing operational priorities.

• Good command of English for communication within an international organization.

Optional

• Familiarity with Knowledge-Centered Service (KCS) methodology or experience maintaining knowledge bases.
• Previous experience using Salesforce, particularly in a customer support environment.
• Exposure to Amazon Connect, workforce management tools, or support ticketing systems.
• Experience in technical troubleshooting, help desk support, quality assurance, or process documentation.
• Interest in developing technical skills related to systems administration and workflow automation.

What we offer

• Medical care
• Life insurance
• Multisport

Development opportunities we offer

• development budget
• space for experimenting
• time for development of your ideas

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance

Recruitment stages

• A call with Motife Recruiter- 30 min
• Predictive Index Assessment- 20 min
• Panel interview with Support Operations team members- 45 min
• Interview with Hiring Manager- 45 min

Apply now

If you enjoy solving operational challenges, improving processes, and helping teams work more effectively, we'd love to hear from you! Apply via our careers page and please submit your CV in English.

Motife Sp. z o.o.

MOTIFE is a trusted partner for tech companies choosing Poland to build and grow their engineering and software development capabilities.

We help software companies, startups, fintechs, technology companies, and industry disruptors with their IT recruitment and, wherever necessary, advisory in setting up a presence in Poland and daily operations.

Our end-to-end support helps us build long-term relationships with new IT players, which means we can offer some of the most interesting career opportunities for skilled software and IT professionals like you.