As the Senior Support and Services Operations Analyst, you'll be responsible for building scalable processes, systems, and insights that empower our Support organization to deliver exceptional experiences for customers using Temporal Cloud.
\nThis role sits at the intersection of Support, RevOps, and Product, and will focus on optimizing workflows, automating reporting, and integrating customer health data into our broader GTM systems.
\nKey responsibilities include designing and documenting scalable support processes, developing analytics and dashboards to measure customer health, partnering with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems, and collaborating cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth.
\nThe ideal candidate will have experience with Salesforce and customer support platforms, be comfortable creating and interpreting reports to track performance and identify improvement areas, and be able to work with technical, operational, and relationship-focused stakeholders.
\nAs Temporal scales, you'll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth.
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\nThe Role\nWe are not just looking for someone to answer questions, we are looking for someone who creates trust through every interaction. As a Member Support at Belong, you will be one of the main touchpoints for our residents and homeowners. You’ll help navigate questions, resolve home-related situations, and coordinate solutions across teams, always ensuring a clear path forward and a high-quality experience.
\nWhat You’ll Do\nSupport residents and homeowners through inquiries, requests, and issues with empathy and clarity. Own cases end to end, ensuring timely and effective resolution. Work cross-functionally with Operations, Home Quality, Move-Ins, Engineering, and other teams. Use Foundation and internal tools to manage, track, and document cases. Manage multiple cases simultaneously while maintaining high service standards. Communicate proactively, setting clear expectations and timelines. Identify recurring issues and suggest process improvements. Represent Belong’s values in every interaction, with a strong Member-Obsessed mindset.
\nSchedule\n8 hours per day, including 1 day of the weekend (rotational schedule)
\nWhat We’re Looking For\nExperience in customer support, operations, hospitality, or service-oriented roles. Strong problem-solving skills and a service-first mindset. Highly organized, with strong attention to detail. Clear written and verbal communication skills. Comfortable working cross-functionally and in fast-paced environments. Ability to quickly learn and use internal systems (CRM / operational tools experience is a plus). Calm, empathetic, and solutions-oriented under pressure.
\nNice to Have\nExperience in proptech, operations, or customer experience roles. Familiarity with case management or support platforms. Experience working with rotating or weekend schedules.
\nWhy Belong\nBe part of a team that truly cares about people and experience. Have real impact on how residents and homeowners feel every day. Grow in a culture that values ownership, clarity, and excellence. Build meaningful work alongside people who care.
\nRequirements\n1+ years of experience in Customer Service.
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\nYou'll lead the strategy, design, and execution of our QA program across FTE and vendor teams. Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting. As the program scales, you'll build and lead a team responsible for quality reviews, calibration, and performance insights across Support.
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