Support & Tactical Operations Analyst

Contract | Inside IR35 | £300/day | Hybrid (2–3 days London office required)

About the Role

We are looking for a highly organised and analytical Support & Tactical Operations Analyst to join a global tech businesses Operations team. This role is perfect for someone who enjoys solving complex customer issues, analysing operational patterns, and working across Support, Product, and Engineering teams to drive improvements.

You will be responsible for triaging and investigating customer-impacting issues, identifying root causes, and coordinating with internal teams to ensure issues are resolved quickly and efficiently. Alongside case investigation, you will support the team with insights, workflow optimisation, small tactical projects, and continuous improvement initiatives to enhance overall customer experience.

This is a critical operational role, requiring strong communication skills, a calm approach under pressure, and the ability to work in a fast-paced, global environment.

Key Responsibilities

Operational Case & Incident Management

• Triage, investigate and analyse ongoing customer issues across multiple support channels.
• Identify emerging trends, recurring pain points and potential product defects.
• Collaborate with Support, Product and Engineering to ensure timely and accurate resolution.
• Provide clear documentation and updates throughout the investigation lifecycle.

Insights & Operational Analysis

• Analyse case patterns to uncover opportunities for operational improvements.
• Present insights, recommendations and summaries for partner teams and leadership.
• Build lightweight dashboards, reports and updates to track performance and trends.

Workflow & Process Optimisation

• Assist in maintaining and improving operational workflows across Support and Operations.
• Make updates to internal documentation, runbooks, and process guides.
• Partner with cross-functional stakeholders to streamline customer journeys.

Tactical Projects & Continuous Improvement

• Support small-scale tactical projects to enhance customer experience and operational efficiency.
• Contribute to scaling processes, improving consistency, and enhancing global support delivery.
• Act as a coordination point between global teams to ensure alignment and execution.

What We’re Looking For

• Experience in customer support operations, technical support, incident management, or a related operational role.
• Strong analytical skills with the ability to break down complex issues and identify patterns.
• Excellent communication and stakeholder management skills.
• Comfortable working under pressure and handling multiple concurrent investigations.
• Ability to collaborate closely with Support, Product and Engineering teams.
• Strong organisational and documentation skills.
• A proactive, curious mindset with willingness to learn and work across multiple operational workflows.

Nice to Have

• Experience in a SaaS or technology-scale environment.
• Exposure to operational tooling, dashboards, metrics or workflow automation.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Prior experience running small operational projects or process improvements.

Why This Role?

• You’ll be part of a global operations group that works across the company to enhance customer experience, improve service delivery, and drive collaboration between Support, Product, Engineering, and other core teams. It’s an excellent opportunity for someone with a strong operational background looking to broaden their skills and make a visible impact in a world-class tech organisation.