Customer Support Operations Analyst

We're Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses.

In the process, we've amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We've raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie.

Position SummaryThe Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled. This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly.

The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social. Position SummaryThe Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled.

This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly. The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social.

Compensation &

Benefits: Tovala uses market data, geography, and placement of internal employees to determine salary. Additionally, we offer all employees real ownership in the company in the form of a competitive equity package. - Paid time off (starting with 10 days in your first year) - Comprehensive healthcare coverage we really invest in - 401k with match - Free Tovala Smart Oven and discounted Tovala meals - 11 Paid holidays - Various other perks - recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag Our Values > Put the Team First: We put what is best for the broader team ahead of what is best for ourselves or our immediate department. > Get S#!t Done (Well): We celebrate people at all levels for delivering high impact work that expands the bounds of what we're able to do. > Connect the Dots: We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively. > Be Direct: We share our perspective openly and directly, even when it feels difficult to do so. > Embrace the Obstacles: We rise to meet challenges with a sense of urgency, resolve, and optimism. > Champion the Customer: We consider and prioritize our customer in all of our decisions At Tovala we're committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Everyone is welcome here!