About SurePoint

SurePoint® Technologies delivers award-winning software that helps mid-sized law firms boost efficiency and maximize financial performance. Our cloud-based solutions connect client management, practice management, and financial systems to improve efficiency and collaboration.

With over 40 years in legal tech and a team of CPAs, former lawyers, and top engineers, we understand what law firms need to thrive. We’re passionate about building tools that reduce administrative work – so our customers can focus on what matters most: serving their clients.

Job Overview:

The Operations Analyst supports the Customer Success team's proactive, AI-enabled operating model. This position is responsible for using AI-assisted monitoring tools to track ticket health, identify at-risk accounts before issues escalate, maintain reporting dashboards, and surface data-driven insights to Customer Success Managers and leadership. The Operations Analyst plays a key role in helping the team anticipate customer needs and ensuring a high-quality customer experience.

This role reports to the Manager of Customer Success and is based in Austin, Texas, with a hybrid work schedule.

Responsibilities and Duties:

• Uses AI-assisted monitoring tools to track activity and outcome metrics such as adoption/usage trends, response times, CSAT/NPS while identifying anomalies and at-risk tickets.
• Assists in developing and refining early-warning indicators (e.g., sentiment shifts, repeat contacts, response delays) that support proactive intervention by the Customer Success team.
• Escalates high-priority issues to appropriate team members, using AI-generated summaries to expedite context-sharing and handoffs.
• Maintains and improves weekly reporting dashboards, utilizing AI tools to automate data collection and highlight trends requiring attention.
• Partners with Customer Success Managers and support agents to ensure ticket data is accurate, complete, and structured for reliable AI analysis.
• Analyzes recurring issues and root-cause patterns across tickets and presents proactive recommendations to the team. 
• Evaluates and recommends improvements to AI-assisted operational workflows.
• Assists in documenting standard operating procedures that reflect the team's proactive, AI-supported operating model.
• Supports ad hoc reporting and analysis requests from Customer Success leadership using AI-based tools.
• Performs other projects as assigned.

Skills and Qualifications

• 1-3 years of prior internship, coursework, or project experience in business operations, data analytics, or customer experience
• Hands-on experience using AI tools (e.g. ChatGPT, Claude, CoPilot) for research, drafting, or problem-solving
• Demonstrated interest in and willingness to learn new AI tools as applied to operational work
• Proficiency with spreadsheet applications such as Excel and Google Sheets
• Organizational and time management skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Strong written and verbal communication skills, including the ability to translate data and AI-generated output into clear, actionable recommendations
• Willingness to learn quickly, adapt to change, and grow within the role
• Ability to manage day-to-day responsibilities independently while knowing when to seek guidance
• Problem-solving mindset with a proactive and solution-oriented approach

Preferred Skills and Qualifications

• Basic SQL knowledge
• Knowledge of the legal industry
• Experience with a CRM or ticketing platform (e.g., Zendesk, Salesforce)
• Familiarity with dashboard tools (e.g., Tableau, Looker, Power BI)

At SurePoint, we know our people are our greatest strength. That’s why we offer a comprehensive total rewards package – and we’re always evolving our benefits to support employee needs at every stage of life and career.

Benefits Include

• Health Insurance (medical, dental, vision)
• Flexible Spending Accounts
• Life, Short-term and Long-term Disability Insurance (employer paid)
• Health Savings Accounts
• Wellbeing Benefits
• 401K (immediately vested, employer match
• Paid Time Off (Flexible PTO, holidays)
• Employee Assistance Program
• Summer Flex Fridays

To learn more about SurePoint and our products, visit our corporate web site at www.surepoint.com and follow us on LinkedIn, Facebook and Twitter.

SurePoint is proud to be an Equal Opportunity Employer. All applicants will be considered without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, physical or mental disability, veteran status, medical condition, or any other classification protected by law.