Job Description

Customer Service Operations Analyst

If you’re a data-driven, process-focused analyst who enjoys turning insights into action, this could be the role for you.

At Miss Amara, operations aren't just about handling tickets or returns, it’s about ensuring our customer experience, product, and marketplace performance are seamless and efficient. In this role, you’ll work closely across teams to identify risks, optimise workflows, and translate data into meaningful improvements that impact the business every day.

You’ll join a collaborative team where curiosity, initiative, and thoughtful analysis are valued and where your insights will genuinely influence how we operate and grow.

What you’ll get to do

In this role, you’ll play a key part in understanding operational performance and improving customer experience.

You will:

• Monitor CX and operational data across Gorgias, AfterShip, Oversai, Shopify, and marketplaces to identify trends, risks, and bottlenecks
• Surface insights from tickets, reviews, and returns, highlighting recurring issues and opportunities for improvement
• Track SLA performance, delivery timelines, and fulfillment risks, proactively flagging issues
• Prepare weekly and monthly reports and present actionable insights to stakeholders
• Design, implement, and optimise workflows, macros, and automation rules to improve efficiency and reduce manual effort
• Configure and improve AfterShip Returns workflows to enhance efficiency and customer experience
• Analyse customer interactions and conduct ticket audits to support coaching, QA, and process improvements
• Build and maintain headcount, capacity, and operational performance models to inform resourcing and efficiency improvements
• Evaluate operational cost drivers, including returns, shipping, and support effort, and recommend process improvements
• Support system enhancements, integrations, and cross-functional initiatives to drive smarter ways of working

What will help you succeed

You’ll likely bring:

• Bachelor’s degree in Business or a related field preferred
• Experience as a Customer Service or Operations Team Leader, Data Analyst, or similar role
• Strong analytical skills with the ability to identify trends, risks, and opportunities across customer, operational, and marketplace data
• Proven ability to proactively surface insights from tickets, returns, reviews, and shipping performance
• Experience in headcount modelling, capacity planning, and SLA performance analysis
• Ability to translate complex data into actionable insights and implement process improvements
• Strong understanding of CX workflows, automation, and operational efficiency levers
• Experience working with voice of customer data to inform product, CX, and operational improvements
• Ability to support agent coaching and QA insights through ticket analysis and customer interaction reviews
• Hands-on experience with tools including Google Sheets, Excel, PowerBI, Shopify, Cin7, Machship, Aftership, Gorgias, Okendo, Klaviyo, BIQ, Oversai, FlowCX

Most importantly, you’re someone who enjoys digging into data, spotting trends, and turning insights into practical improvements that make life easier for both teams and customers.

Why you might enjoy working here

Miss Amara has been reimagining the rug-buying experience since 2014, combining industry-first technology with a genuine focus on our customers. Along the way we’ve been recognised with awards including AFR Fast 100, Best Retail Marketing, and Best Medium Online Retailer.

But what matters most to us is how we work together.

Our team is guided by a few simple principles:

• We care — about our people, customers, partners and the environment
• We keep things simple — in how we work and how we serve our customers
• We’re transparent — we share the real picture of the business
• Fast. Test. Learn. Adapt. — we move quickly and learn as we go
• Best in Class — we aim to deliver the best possible customer experience

You’ll be part of a team that holds high standards while genuinely supporting each other.