Customer Support Operations Analyst

We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie.

Position SummaryThe Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled. This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly.

The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social.

How you'll spend your time at Tovala

Data Analysis & Reporting

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• Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities
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• Maintain and distribute KPI reporting (service levels, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard
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• Conduct monthly meal audits for accuracy and policy compliance
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• Monitor and report on fraud-related tickets, flagging patterns and escalating as needed
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• Translate data into clear recommendations for senior leadership

Forecasting & Scheduling

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• Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels
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• Build and publish weekly schedules balancing service levels, budget, and employee experience
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• Process schedule adjustments and PTO requests; track shrinkage to improve forecast accuracy
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• Schedule offline activities (training, coaching, internal meetings, project work)
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• Oversee intraday management: real-time monitoring, re-forecasting, staffing adjustments

Queue Monitoring & Workload Balancing

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• Track utilization, occupancy, and overtime to catch bottlenecks early
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• Maintain visibility into in-flight work across queues/channels and redistribute as needed
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• Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing

Support Escalations

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• Serve as an escalation point for customer support troubleshooting issues, helping resolve or route complex cases
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• Identify recurring escalation themes and feed insights back into forecasting, staffing, and training plans

Systems Support (Zendesk & Assembled)

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• Support Zendesk administration (workflows, routing, queues, automations, reporting)
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• Operate and maintain Assembled for scheduling, adherence, and intraday management
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• Surface automation and efficiency opportunities to leadership
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• Support additional tools as needed (e.g., Intercom, Medallia Agent Connect)

Continuous Improvement

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• Drive improvements in WFM practices, forecasting accuracy, and reporting
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• Collaborate with Operations, Hardware, Software, and Marketing to align workforce strategy with business priorities
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• Support special projects tied to growth, new channels, or operational change
• About you

• You constructively provide solutions via written communication that display empathy & active listening to customer issues
• You love to listen to customer problems and don’t quit until you’ve found the best solution.
• You’re passionate about handling complex issues.
• You get excited in challenging situations, finding new ways to solve problems
• You believe that the team is your best asset for being your best each day
• Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience
• You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting
• You love the excitement and challenge of working for a startup
• You are available to work extended business hours and weekend shifts
• Bonus: experience with Zendesk, Slack or similar support tools.