Process Improvement Analyst Melbourne

7 days ago

Melbourne, Victoria, Australia Visory Full time

Expert Support Specialist – Join Our Team

We are seeking an experienced Operations Analyst to join our Expert Solutions team at Visory. As an Operations Analyst, you will play a critical role in ensuring certified Experts on Visory's Marketplace receive prompt, accurate, and high-quality support, enabling their success and contributing to the scalability of marketplace operations.

Your responsibilities will include:

  • Managing Requests: Triage and resolve inbound Expert requests, ensuring timely and accurate support.
  • Streamlining Processes: Identify recurring issues, develop efficient solutions, and implement process improvements to reduce friction.
  • Developing Resources: Create and maintain a knowledge library (FAQs, troubleshooting guides, training materials) to support self-service and upskill Experts.
  • Enabling Success: Provide workflow guidance to ensure Experts are set up for success and stay informed about new product releases.
  • Data & Reporting: Monitor request volumes, analyze trends, and deliver insights to improve operations and Expert satisfaction.
  • Acting as a Feedback Liaison: Gather feedback from Experts and collaborate with internal teams to inform product and process improvements.

As an Operations Analyst, you will be part of a collaborative, high-impact team that directly contributes to the success of Experts on our platform. You will have the opportunity to work with a diverse team of driven and talented individuals across finance, customer success, product, and engineering.

We value empathy, humility, results-driven behavior, resilience, integrity, and honesty above all else. Our culture emphasizes continuous learning, innovation, and collaboration, making it an exciting place to grow and contribute to our mission.

Before applying, consider the following:

  • We're a start-up that's growing rapidly.
  • We're still experimenting and innovating, which may lead to mistakes along the way.
  • We're building the bike while riding it, so flexibility and adaptability are essential.
  • We won't handhold you, but we do provide honest feedback and encourage continuous learning.

Our hiring process involves a series of interviews to get to know you better, including a phone call, a cultural fit assessment, and a decision-making discussion. Please ensure your email address is correctly configured to avoid missing important communications.

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