Customer Success & Operations Analyst

About the role

Cinchio Solutions is seeking a Customer Success & Operations Analyst to join our dynamic team. Applications should be submitted within 7 days of posting. The position reports to the Director, Operations & Customer Success.

Position Overview

The Customer Success & Operations Analyst role involves supporting account management, customer support, and operational onboarding for customers in retail, hospitality, and attractions. Ideal for those transitioning from frontline retail or restaurant management into a technology-focused career.

Responsibilities

• Act as a frontline customer support agent: receive, triage, prioritize, and resolve support tickets through the ticketing system (email/chat/portal); meet first-response and resolution SLAs and own customer communication until closure or escalation.
• Work with manager to develop and engage with customers, acting as their advocate and ensuring their goals and needs are met.
• Support onboarding and implementation activities: gather requirements, participate in kickoff calls, manage simple configuration tasks, and coordinate with Implementation/Engineering for complex items.
• Perform on-site or virtual operational assessments to document workflows (POS, inventory, staffing, guest flow) and translate findings into product/configuration or process recommendations.
• Configure and validate inventory/POS data in partnership with technical teams.
• Create and maintain practical customer-facing and internal documentation: quick reference guides, SOPs, KB articles, and training resources.
• Escalate technical issues appropriately and coordinate follow-up with Engineering, Product, and Support until resolution.
• Capture and synthesize customer feedback and recurring operational pain points to inform product and process improvements.
• Keep accurate records in digital and ticketing systems and provide status updates to stakeholders.
• Participate in the planning, coordination, and execution of customer onboarding and virtual and physical implementation of projects.
• Proactively identify and mitigate project risks to ensure timely and satisfactory outcomes.

Qualifications

• Demonstrated experience with inventory processes (stock counts, ordering/reordering, SKU management, shrinkage controls).
• Experience working in a customer support/ticketing environment or comfort learning ticketing systems (Zendesk, Service Cloud, etc.).
• Strong communication and customer-facing skills; ability to translate operational needs into technical/configuration requirements.
• Basic data skills: Excel/Sheets proficiency, comfort with CSVs and data uploads; ability to produce simple reports and dashboards.
• Technical curiosity and aptitude for learning SaaS tools, integrations, and configuration interfaces.
• Willingness to travel for site visits and trainings (up to ~25–40%, adjustable).

Required Qualifications

• Multiple years of experience in running customer food and beverage or retail shops.
• Strong understanding of SaaS platforms and digital customer engagement.
• Exceptional communication skills with the ability to build relationships, manage expectations, and provide strategic guidance.
• Proficiency in digital systems and project management tools.

Preferred Qualifications

• 2+ years managing retail stores, restaurants, or multi-location operations (e.g., general manager, operations manager, assistant manager) with hands-on inventory and POS experience.

Compensation and Benefits

• Full-Time, Exempt. $75 monthly cell phone stipend.
• Flex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope.
• Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable.
• Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods).
• Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave.
• Parental Leave: Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event.
• SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions. Up to 5 days Paid Bereavement Leave.
• On-Demand Pay Program: Get access to a portion of earned wages before payday.
• Meal Plan & Employee Discounts where applicable.
• Paid sick leave is provided in accordance with applicable state and local laws.